Where have all the managers gone?
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 …
Category: Columns
The more things change…
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 …
The numbers don’t lie
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 …
A satisfied customer
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 …
Cheap gas won’t slow charge toward electrification
It’s regulation — not consumer demand — that is driving the OEMs to bring more electric vehicles to market Gasoline is selling for less than 90 cents/litre in much of the country as we go to press — fully a …
Chasing consumer expectations
The research is mounting that consumers expect much more from retailers — but how can you respond? Many times in this column, I’ve referred to the need for dealerships to see themselves more as mainstream retailers than as a highly …
Better, faster, stronger
New technologies can improve and streamline the F&I process for customers — and for those stuck on the other side of the desk The F&I office is one of the biggest money makers at any dealership. Because it’s so important, …
Increasing hours versus rates
In the final installment of six-ways to lose money in service, Jim Bell shows why average hours per customer-pay work order under 1.5 hours can pose a significant problem When it comes to average hours per customer-pay work under 1.5 …
In the blood
Actor John Paul Tremblay has had an obsession with cars and speed since he was a child Celebrity: John Paul or “JP” Tremblay Profession: Actor, Writer, and Producer Vehicle: 1967 Camaro RS, 2005 Porsche 911 Turbo and 2010 Porsche Cayenne …
Is your sales team ready for today’s buyers?
In recent conversations with our dealers, we’re hearing that 2014 was an action-packed year, with sales and opportunities growing at record pace. The new year looks just as promising, with more than 1.8 million vehicles forecasted to move from your …
Fun with Feng Shui
In order to bring a level of festivity to this issue, we will turn our attention to the Chinese New Year. How does Chinese New Year relate to facilities? As it is typical, this column strives to introduce facility-centric ideas …
The wrong approach?
Why trust and not price is the key to not only earning our customers’ business but also retaining it Is Ivan Pavlov alive and well and working in your dealership? Pavlov, if you remember, was a Nobel Prize winning Russian …
