Angry customers are part of any retail experience. Assessing and defusing their concerns requires a deft hand OCCASIONALLY, WHEN A CUSTOMER becomes extremely angry or frustrated and their temper reaches a boiling point, they may threaten to take serious action …
The Canadian auto retail industry continues to thrive in a uniquely challenging marketplace THE PERIOD BEGINNING in late 2008 and ending today can be split up into three distinct economic periods: the immediate crash and recession; its subsequent lukewarm recovery, …
Weighing the pros and cons of the bullpen layout A FEW MONTHS AGO, my column on “tables for tablets” looked into how technology could alter the layout of a showroom. The argument was that mobile devices like tablets could become …
A flurry of auto investment announcements is good news for Canada. But are we getting our fair share of the investment pie? IF THERE WAS NO SUCH thing as the Internet or any other form of news or awareness of …
Dealerships have measurement tools to record customer feedback. But are they really listening? THE AUTO INDUSTRY is probably one of the most avid users of “voice of the customer” data. We use surveys of one type or another to measure …
Vehicle safety features are contributing to declining crash fatality numbers EVERY YEAR, MORE TECHNOLOGY is added to new cars and trucks, much of it in the name of safety. Once exotic technologies such as ABS (anti-lock brakes) and ESC (electronic …
Country music star Jason McCoy’s rides offer the best of both worlds Celebrity: Jason McCoy Profession: Award-winning country music singer and songwriter Vehicle: 2000 Porsche 911 and 2001 Chevy Silverado Country music star Jason McCoy has racked up countless awards …
Government policy decisions sometimes really miss the mark — and the point “Keep your eye on the prize,” is an old chestnut that has been handed down from generations of parents, teachers, coaches, mentors and motivators to encourage us to …
Try David’s Pop Quiz to see if your online lead handling expertise is up to scratch Nearly every week I am in a dealership somewhere in Canada or in the U.S. assisting with its BDC or Internet operation and a …
The auto retail industry is evolving, but many of the basics remain constant Rock star Bon Jovi made a few dollars a few years back with his catchy song “The More Things Change.” The saying, I believe, comes from a …
Practical tips to build your high-performance digital sales team I recently read a statistic that said a typical dealership has less than 20 per cent of their sales staff dedicated to supporting their Internet-based sales efforts. With more than 90 …
Building and bonding better customer relationships within a dealership Having a dedicated Customer Relations Department is important in the daily operations of any dealership. This department is the front line between an organization and its customers. Working together to meet …
