Measuring service
PARTS TO LABOUR RATIOS Many of us remember when the value of the parts on a work order often exceeded the labour dollars. That was in the days not so long ago when you installed rebuilt engines, transmissions and other …
Category: Columns
Building engagement
WHY HIGH QUALITY DEALERSHIP FACILITIES TEND TO ATTRACT AND RETAIN HIGH QUALITY PEOPLE As important as building, renovating or properly maintaining a facility may be, it pales in comparison to the importance of finding and keeping the right people. After …
Frontiers of construction
CHANGES IN MANUFACTURING MATERIALS BRING NEW CHALLENGES FOR THE AUTO INDUSTRY It may not seem readily apparent but there’s been a decades-long battle going on in the auto industry over the choice of materials for virtually every part and component …
The next disruptive technology
AUTONOMOUS DRIVING COULD HAVE A FAR GREATER IMPACT ON SOCIETY THAN PERHAPS WE REALIZE Over the last several years, autonomous vehicle technology has rarely been out of the headlines. Read almost any auto industry publication (including this one) and you’ll …
Here and now
WHY FOCUSING ON MILLENNIAL CUSTOMERS’ NEEDS TODAY IS LIKELY TO REAP BIG REWARDS TOMORROW A lot has changed in the automotive customer service industry over the last few decades, but one fact remains. High quality customer service continues to inspire …
People, people, people
WHY A DEALERSHIP’S SUCCESS HINGES NOT ONLY ON HAVING THE RIGHT STAFF IN PLACE BUT ALSO THE STRATEGIES REQUIRED TO INVEST IN THEIR PROFESSIONAL AND PERSONAL GROWTH Brian is a 40-year veteran in the dealership world and turned 60 years …
The free lead secret
UNDERSTANDING WHY YOUR OWN WEBSITE CAN BE THE VERY BEST SOURCE FOR TOP QUALITY INTERNET LEADS You’ve probably heard the expression that if something is free it’s probably worthless. You have also probably heard if it’s sounds to good to …
Bad ratios, big losses
IN HIS ONGOING SERIES ABOUT SIX KPIS THAT CAN COST SERVICE DEPARTMENTS BIG MONEY, JIM BELL TAKES A LOOK AT GROSS PROFIT ON CUSTOMER PAID LABOUR RATIOS Last issue, we introduced this series on the six KPI indicators for losing …
Joining the mainstream
WHY DOING WHAT WE’VE ALWAYS DONE IN AUTO RETAILING SIMPLY ISN’T GOOD ENOUGH ANYMORE We talk about change and adopting the ways of a dynamic retail sector, but many things remain the same in auto retailing. Customer expectations continue to …
Sticker shock
NEW ENERGUIDE LABELS ARE EXPECTED TO RAISE A FEW EYEBROWS AMONG CONSUMERS Be prepared to deal with sticker shock when some of your customers get a look at the window stickers on your 2015 model year vehicles. Not because of …
Measuring feedback
WHY EMBRACING CUSTOMER CONCERNS AND COMPLAINTS IS THE BEST WAY TO STRENGTHEN RELATIONSHIPS AND GROW YOUR BUSINESS Understanding and satisfying the customer’s needs are the highest priority for any business. And getting input from your customers is critical to your …
Golf dreams
SINGER/SONGWRITER BILLY OCEAN IS A BIG FAN OF VOLKSWAGEN’S ORIGINAL HOT HATCH Celebrity: Billy Ocean Profession: Grammy award winning singer/songwriter Vehicle: 2011 Volkswagen Golf GTI Pirelli Grammy award-winning musician Billy Ocean has sold more than 30 million records. The singer-songwriter …
