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With nearly two-thirds of Americans owning a smartphone and 90% owning some sort of cellphone, text messaging has become a regular form of communication. We’ve

The accessories market is a hot topic right now for dealerships. With less profit coming from the actual car sale, how are you going to

We are living in “The Age of the Customer.” What you do at your dealership matters, but what the customer thinks about your dealership matters

When I talk to dealers today, I’ll inevitably hear a comment about how dealerships are drowning in paper — from Sales, F&I, and Accounting to Service,

Every dealership I’ve visited has a strategy for repeat and referral business. The most typical strategies include emails and postcards for service appointments, general check-ups

Picture this: You arrive at a hotel after a long day of travel.  It’s well past midnight and you find yourself alone in a quiet

A simple birthday card can make a difference. Yet in my experience, most dealerships don’t send birthday cards to customers on a regular basis. Those

Webster’s defines defection as “withdrawing support or help despite allegiance or responsibility.” How many times has your sales team experienced customer defection during price negotiations?

Dealerships need solid technicians. Today, automotive retailers only collect 13% of the $232 billion service market according to Dealer Magazine. The rest of this business goes

Approximately 70 percent of buying experiences are based on how customers feel they are being treated. And, it takes 12 positive experiences to make up