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…

Purchasing a new vehicle is a big decision not everyone gets excited about. Some people love their current car but realize it is time for…

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…

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,…

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…

I have a two-year old Goldendoodle who is extremely intelligent. He picks up on tricks very quickly, performing them with ease… until he sees a…

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…

Sometimes it feels like your staff is just moving through a revolving door. You hire someone, and within months, or sometimes even weeks, he or…

I’ve been researching locations for an upcoming family vacation. We’re talking 17 people in one house for a week! Since I’m just researching, I email my…