DAVID ADAMS WEIGHS IN ON THE HOTLY DEBATED CANADA-SOUTH KOREA TRADE DEAL AND THE IMPACT IT COULD ACTUALLY HAVE ON OUR INDUSTRY For some in the automotive industry, the recent conclusion of the Canada-South Korea Free Trade Agreement announced by …
WHY DEALERSHIPS NEED TO RECRUIT MORE FEMALE STAFF, RETAIN THEM AND BETTER MEET THE NEEDS OF FEMALE CUSTOMERS Based on data from the National Automobile Dealers Association’s second annual report, females represent just 19 per cent of all staff hired …
WHY PLAYING APPROPRIATE MUSIC IN YOUR DEALERSHIP CAN HAVE A HUGE IMPACT IN ELEVATING THE CUSTOMER EXPERIENCE During the course of the year, we visit hundreds of auto retail facilities and such excursions naturally mean a good deal of travel …
HOW INVESTING IN YOUR STAFF AND TAKING A BIG PICTURE VIEW OF CUSTOMER SERVICE IS AN EFFECTIVE APPROACH TO ENSURE REPEATABLE, LONG TERM SUCCESS In my line of work, I have the luxury of meeting and working with a number …
IN THE FIRST OF A SPECIAL SERIES, JIM BELL LOOKS AT KEY PERFORMANCE INDICATORS THAT CAN MAKE OR BREAK YOUR SERVICE DEPARTMENT WHEN IT COMES TO PROFITABILITY Today, more than any time in the history of the automotive industry, it …
WHY UNDERSTANDING HOW CUSTOMERS WANT TO ENGAGE IS CRITICAL TO BUILDING RELATIONSHIPS AND GROWING YOUR BUSINESS It’s generally accepted these days that consumers, young and old, are gravitating towards screens to keep in touch with what’s going on, not only …
WHY APPLE’S APPROACH TO RETAILING CAN HIGHLIGHT SOME IMPORTANT CONSIDERATIONS FOR DEALERSHIPS WHEN IT COMES TO FOSTERING RELATIONSHIPS WITH THEIR CUSTOMERS Since this column first started appearing in Canadian auto dealer, the basic theme has been about facility-centric ideas that …
WHEN IT COMES TO SELLING OR CHANGING OWNERSHIP OF THEIR STORES, DEALERS NEED TO UNDERSTAND THE COMPLEXITIES INVOLVED IN DOING SO AND THAT THE PROCESS CAN TAKE LONGER THAN EXPECTED Owning a Dealership today is anything but simple. One large …
GERRY MALLOY SAYS THAT WHILE LOOKING FORWARD IS IMPORTANT, THE DIRECTIONS THE AUTO INDUSTRY WILL ACTUALLY TAKE STILL REMAIN FAR FROM CERTAIN “Nobody can predict the future!” That may seem like a strange thing for Sheryl Connelly to say, given …
ALAN BIRD LOOKS AT THE GOVERNMENT’S NEW ANTI-SPAM LEGISLATION AND WHAT IT REALLY MEANS FOR DEALERS The new Canadian Anti-Spam Legislation (CASL) will destroy marketing. If you believe that statement, follow these instructions: 1) Take a deep breath and 2) …
WHY UNDERSTANDING THE ROLE BOTH OEMS AND DEALERS PLAY IN THE AUTO RETAILING PROCESS CAN HELP BOTH PARTIES ACHIEVE QUALITY RESULTS Dealers often, and quite rightly, look at the vehicle purchaser as their customer. The OEMs have probably always looked …
NON-VERBAL COMMUNICATION IS HUGELY IMPORTANT WHEN IT COMES TO GETTING YOUR MESSAGE ACROSS AND DELIVERING POSITIVE OUTCOMES WITH OTHERS Effective communication is the fundamental principle in providing great customer service. It’s a two-way process of reaching a mutual understanding in …
