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Dozens of customers enter your dealership every day to get their vehicle serviced. During this experience, they may be facing an array of emotions. Unfortunately,…
Working with dealerships across North America, one thing is abundantly clear: every dealership wants to make more money, no matter what the economy is like.…
I recently explained why utilizing a customer relationship management (CRM) tool in your service drive can help you win business and maximize your service potential.…
With 68% of Canadians owning a smartphone, text messaging has become a regular form of communication. We’ve become used to it. So much in fact,…
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…
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…
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…
