MAKE MILLENNIALS FEEL COMFORTABLE IN THE F&I OFFICE — AND THEY’LL TALK ABOUT IT Sometimes small gestures can make a big difference in customer experience. Especially when that customer is deciding on a big purchase for the first time — …
CUSTOMER SATISFACTION SURVEYS CAN PROVIDE INVALUABLE FEEDBACK BUT THERE ARE RIGHT AND WRONG WAYS TO GO ABOUT THEM We’re living in a world where it often seems that people don’t really want to talk to each other any more, aside …
REITS ARE BECOMING MORE POPULAR IN THE CANADIAN AUTOMOTIVE LANDSCAPE —COULD THEY WORK FOR YOUR DEALERSHIPS? With the recent launch of Automotive Properties Real Estate Investment Trust and the purchase of four Canadian dealership properties by Capital Automotive Real Estate …
MEET CULINARY MASTER AND FOOD NETWORK CANADA TV STAR CHEF ROB ROSSI “My favorite feature is the ability to drive the car with a selected drive. My car is a purpose-driven machine, and I like to live my life with …
TV ANCHOR ROBIN GILL TRAVELS ALL OVER THE WORLD BUT FEELS GROUNDED IN HER BMW Robin Gill has reported on major events at home and abroad, including the 2011 Stanley Cup riots in Vancouver, the devastating aftermath of the tsunami …
LOOKING AT WHAT THE CONNECTED CAR MEANS FOR CONSUMERS AND DEALERS, PARTICULARLY IN THE SERVICE DEPARTMENT There has been a lot of talk in the past year about “the connected car.” Most of the discussion revolves around cars that communicate …
THE CUSTOMER EXPERIENCE IS YOUR “MOMENT OF VALIDATION!” Rest assured, every dealer can provide the lowest price, highest trade in and even the lowest payment. What separates the best from the rest, however, is how they deliver the customer experience. …
CONTINUING EDUCATION IS A LIFE-LONG PROCESS — AND YOU NEED IT TO STAY COMPETITIVE In Stephen Covey’s book “7 Habits of Highly Effective People,” habit number seven is “Sharpen the Saw.” “Sharpening the Saw” is the analogy of keeping the …
SAFETY HAS BECOME A PRIORITY FOR AUTO MANUFACTURERS AND CONSUMERS, BUT HOW IS IT MEASURED? When Ford introduced the concept of safety as a selling point in 1956, it was a failed experiment. Customers simply didn’t want to hear or …
THE CORNERSTONE OF ANY CUSTOMER SATISFACTION STRATEGY IS TO EDUCATE YOUR CUSTOMERS FIRST When you’re marketing to customers, you’re trying to sell them your products or services. But when you’re educating customers, you’re helping them understand the benefits of your …
MORE AND MORE AUTOMAKERS ARE TURNING TO ALUMINUM TO HELP MEET FUEL EFFICIENCY TARGETS While others will be exploring the impact of aluminum in vehicles in this issue, I thought I would also try and touch on the issue from …
DEALER CONSOLIDATION IS BECOMING MORE POPULAR IN CANADA, AND WE EXPLORE WHY THAT IS Most great athletes want to go out on a high and be remembered for their legacy. However, some are reluctant to give up the game they …
