Following controversy over highly publicized vehicle ignition switch investigations, General Motors recently announced it is recalling more than 1.5 million General Motors vehicles (which includes compact cars sold in the U.S. and Canada as well as Mexico). The move is …
JIM BELL SAYS THAT WE COULD LEARN A LOT ABOUT SERVICE PRACTICES BY WHAT’S HAPPENING IN ONE OF THE WORLD’S FASTEST DEVELOPING AUTOMOTIVE MARKETS — INDIA Around five years ago we wrote an article on the automotive industry in India …
WHY TAKING A LONG HARD LOOK AT THE SERVICE BUSINESS CAN NOT ONLY HELP BOOST PROFITS AND STABILIZE YOUR BUSINESS, BUT INCREASE THE VALUE OF THE DEALERSHIP AS A WHOLE In recent months much has been said about the fixed …
IT’S THE DELIVERY, NOT THE DEAL-MAKING THAT IS CREATING LONG-TERM RELATIONSHIPS BETWEEN CUSTOMERS AND DEALERSHIP SALESPEOPLE Technology, specifically the Internet, has changed the process of buying and selling cars forever. The dealership is no longer the first stop in the …
FREESTYLE SKIER ROSALIND GROENEWOUD SAYS HER SPORTY BMW 328D XDRIVE TOURING IS THE IDEAL FIT FOR BOTH WORK AND PLAY Celebrity: Rosalind Groenewoud Profession: Professional Skier, Olympian, World Champion Vehicle: 2014 BMW 328d xDrive Touring Rosalind Groenewoud, also known as …
RESPECTING EMOTION WITH EMPATHY IS THE BEST WAY TO ESTABLISH RAPPORT AND ACHIEVE A POSITIVE OUTCOME Distressed customers involved in a vehicle accident can suffer a traumatic experience. This is simply due to the fact that this unplanned, unpleasant and …
GREATER REVENUE AND GROWING VEHICLE OWNERSHIP MEANS GOOD NEWS FOR CANADA’S AUTO INDUSTRY, BUT AS MICHAEL HATCH NOTES, THERE’S STILL A NEED TO TREAD CAREFULLY It’s been a multi-year and at times slow-growth climb out of the industry’s low-point of …
AUTO DEALER APP BY PULSE IS HELPING BOTH DEALERS AND THEIR CUSTOMERS BUILD STRONGER RELATIONSHIPS WHILE CHANGING THE WAY BUSINESS IS DONE It’s amazing how fast things progress. Five years ago not many of us knew what an app was. …
WHY UNDERSTANDING BOTH THE NEEDS OF SEARCH ENGINES AND CONSUMERS IS CRUCIAL IN THE QUEST FOR DEALERS TO GROW THEIR DIGITAL BUSINESS You’ve probably heard that Google has once again revamped its algorithm with the Hummingbird Update. This major change …
WHY CREATING QUALITY SPACE FOR KIDS AT THE DEALERSHIP CAN HAVE A MAJOR LONG-TERM IMPACT ON YOUR BUSINESS Six years ago, my wife and I were very lucky to become parents of twins. Although there are countless fond memories, it …
DAVID ADAMS ARGUES THAT CURRENT VEHICLE TARIFFS ARE HINDERING ELECTRIC CAR ADOPTION RATHER THAN ENCOURAGING IT Over the more than a quarter century that I’ve been involved in the auto industry, I’ve had the opportunity to see more than a …
DEVELOPMENTS IN TECHNOLOGY MEANS SHORTER, SIMPLER SURVEYS WILL BE WHAT PROVES VALUABLE FOR DEALERSHIPS IN THE FUTURE In the auto industry, we’ve been measuring customer satisfaction for decades. Millions of customer surveys have been conducted about the ownership experience, performance, …
