DO THE SEPARATE WORLDS OF SALES AND SERVICE IN THE DEALERSHIP ACTUALLY WORK AGAINST BETTER CUSTOMER RETENTION AND LOYALTY? Over many years of studying consumer behaviour in the auto industry, there are probably five key things I have seen that …
LIKE RODNEY DANGERFIELD, THE SERVICE DRIVE-THROUGH GETS NO RESPECT Yes. The humble service drive-through. It costs far less to build than its rich cousin the showroom, and yet it’s the one that does much of the heavy lifting and gets …
ASSESSING DIFFERENT PAY STRATEGIES FOR DEALERSHIP SALES STAFF In the car business, we are blessed to have both the owner and the salesperson dependent upon gross profit. Until, of course, gross profit for one is not gross profit for the …
HOW TO EFFECTIVELY DEAL WITH THE PRIMARY CAUSES OF CUSTOMER ATTRITION Angry customers can be unnerving, and unfortunately are a common part of every business. Sometimes their anger is justified; sometimes it’s not. Either way, in working to resolve their …
WHY BREAKING WITH ROUTINE IS ESSENTIAL FOR STAYING FOCUSED AND GROWING YOUR BUSINESS Do you follow the same process every day and do you have excuses of why you can’t change a process in your life? If you are like …
WHY MEETING UPCOMING EMISSIONS STANDARDS WILL REQUIRE A MAJOR COLLABORATIVE EFFORT BETWEEN BOTH THE AUTOMOTIVE AND OIL INDUSTRIES Having worked in the automotive industry for more than 25 years I am acutely aware of how we often end up using …
SERVICE MEETINGS CAN ENCOURAGE FEEDBACK AND COMMUNICATION, BUT ONLY IF THEY ARE ORGANIZED AND EXECUTED PROPERLY When was the last time that you held a really productive service department meeting and said to yourself, “that was a great meeting.” The …
INNOVATIVE NEW PRODUCT PROVIDES FAST, EFFECTIVE DATA ACCESS ANY TIME, ANYWHERE In celebrating 25 YEARS of its SERTI Dealer System (SDS) DMS for automotive and heavy truck dealers, SERTI Information Solutions has launched a new product: StatsOnline. This new program …
DANNY “THE COUNT,” KOKER HAS TURNED HIS PASSION FOR DETROIT IRON INTO A VERY SUCCESSFUL CAREER Celebrity: Danny “The Count” Koker Profession: Entrepreneur and Host, Counting Cars on The History Channel Vehicle: 58 cars including a 1932 Ford Roadster, a …
BUT AUTOMAKERS WILL GET SOME HELP IN THE FORM OF MORE STRINGENT GASOLINE STANDARDS A constant the auto industry has needed to deal with since the 1970s is ever-more-stringent emissions-control regulations. With all the emphasis on fuel economy over the …
QUESTIONS DEALERS SHOULD BE ASKING WHEN IT COMES TO PLANNING AND SECURING THEIR OWN FUTURE It has been said many times that the windshield is 100 times larger than the rearview mirror for a reason. The driver is supposed to …
YOU NEED TO MASTER YOUR PHONE SKILLS TO PROVIDE SUPERIOR CUSTOMER SERVICE You interact with your customers every day in many ways to review and resolve their concerns, whether it’s via a personal meeting or using email, text or even …
