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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

What Customers Want Customer expectations are changing rapidly. The old order of customer expectations at a dealership is over and the new order revolves around

For the past several years, word on the street has been Millennials aren’t car buyers. They don’t want to buy a car, and most importantly

As a software instructor, I often get the chance to join our installation teams when installing new software at dealerships. Recently, I was helping a