The incredible shrinking planet
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 …
Category: Columns
CSI is a waste of time
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 …
A win-win situation
Regulation for vehicle recyclers will level playing field With fiscal stimulus being injected into the economy at both the federal and the provincial levels during the depths of the recession, the sovereign debt chickens are now coming home to roost …
Paper never refuses ink
Groundbreaking report on social media usage challenges some traditional outlooks. Are you ready to change your opinions? One snowy day, a long time ago, Trish’s grandmother was reading the newspaper. Her reading glasses were precariously balancing on the tip of …
When advanced technology backfires
Dealers can play a bigger role in ensuring customer satisfaction It can be dangerous out on the cutting edge. That’s a lesson Ford is learning as consumer backlash over its MyFordTouch telematics and infotainment system have precipitated a dramatic plunge …
What can dealers expect in 2012?
A gaze into the crystal ball reveals ups and downs on the road ahead No one has a crystal ball but it seems like there are no shortages of individuals willing to make predictions each and every year, acting like …
Test your live chat to avoid car sales crashes
Canadian auto dealer recently had a less than stellar chat experience with a Canadian dealership. Many experts suggest chat is an excellent way to engage customers. We agree. But make sure you test it out from time to time to …
New pressures and new opportunities lie ahead
Global events in 2012 will continue to have a big impact on the health of Canada’s automotive sector As we enter 2012 there is likely as much going on outside of the automotive industry as inside of it, which will …
I am not being rude, but are you an a#@hole?
Difficult managers and employees are easy to spot, but hard to fix. I have just finished reading a great book by Robert I. Sutton Ph.D called the “No Asshole Rule.” Sutton is a professor of management at Stanford University and …
Digital leaders gather to swap best practices
This past October, hundreds of the nation’s most progressive auto dealers converged in Las Vegas for the 2011 DrivingSales Executive Summit (DSES). The event was roiling with progressive thinking and tactical battle plans. I could write pages about the CEO …
China’s growth equals our gain
China’s demand for resources has fueled Canada’s economy Bound as we are by geography to the United States, it is easy to assume that our entire economic fate is tied to the Americans. There is some truth to this — …
A dealer’s perspective on the year ahead
AutoCanada executive shares his insights on used car market To kick off the shiny new year of 2012, I wanted to get some observations from an industry leader and I had to look no further than Canada’s largest public dealer …
