New problem solver column debuts In this new regular feature, we introduce you to a remarkable customer service specialist who will teach you how to masterfully handle difficult customer disputes that arise in your dealership. Whether you’re selling automotive products …
First survey of Canadian car buyers reveals key triggers affecting purchase impressions Attention Readers: This new feature Canadian auto dealer is introducing deserves your full attention. Working with one of Canada’s leading research firms, we are asking your customers for …
But customers need to know what they are If analyst predictions are correct, we’re in for another round of gasoline price hikes this spring and summer. And if past experience is a good indicator, as it usually is, buyers will …
New inventory management tools worth a look This was a particularly hectic year at the National Automobile Dealers Association convention and it was not only because it was Super Bowl Weekend in Las Vegas, though I am sure that had …
The five core Internet structures for dealerships The three main pillars essential to dealership success are marketing, process and structure. I’d like to spend some time focusing on structure, as it is the number one killer of Internet departments throughout …
Survey of Canadian car buyers reveals facility plays a big role, but your people matter too Working with one of Canada’s leading research firms, Canadian auto dealer is asking your customers for answers to questions dealers most need to know, …
An update on the Mechanics Beyond Borders project Back in the mid-fifties, my dad was a service manager of a Reliant dealership: “A three wheeler as used by Mr. Bean!” I was eight when I started going to the workshop …
As the price of gas increases, consumers become increasingly interested in the fuel efficiency of their vehicles, and in fuel efficiency in general According to a survey conducted by Synovate last year, fuel economy was the third most important concern …
If so, there’s plenty to sell in today’s cars and trucks Automakers have attempted to sell the safety attributes of their vehicles with varying degrees of success over at least the past 75 years. Advanced safety features did nothing to help …
A little stroll can reveal lots of good information Have you ever been on board an aircraft when it roared down the runway with the captain sitting in the washroom? Of course not; this is one of the most critical …
How global events impact us here at home We all have the tendency to live life in our own little worlds. We spend most of our time in a relatively small geographical area. We work within a reasonable distance of …
Customer satisfaction index scores are flawed and inaccurate. Everyone knows it, but nobody is willing to do anything about it The idea behind a customer satisfaction index is right on: collect honest customer feedback so dealership performance can be measured …
