Featured Article
Thursday, December 08, 2016
It is that time of year where holiday cheer is in the air and everyone is happy, right? This time of year can be very stressful for both customers and employees. Just what exactly is the holiday spirit? Do we have to act differently from any other time of year when it comes to how we treat customers? The answer is no. But that then begs the question: do we have good customer handling behavior in the first place?
Read more »
In the News
Thursday, May 05, 2016
There have been several articles written and industry leaders or experts quoted as predicting that a downturn in automotive sales is on the horizon. If history repeats itself, that may lead to more business in the service department. Will your service department be ready to capitalize on that business?
Read more »
Thursday, February 11, 2016
Wow! What an experience it is to buy a car! I have been in the automotive industry for over 30 years and just put myself through the car buying experience for the first time in recent years.
Read more »
Tuesday, June 04, 2013
Customer satisfaction, or CSI as it is commonly referred to, is more than a score for most car dealerships. It’s really ameasure of how customers perceive the treatment they receive from the employees, and it forms the basis for whether or not they want return and do business again. Satisfaction is the customer’s perception and most people form their perception partly based upon their emotions. In other words, how “positive” people feel when visiting a dealership will most likely contribute to how satisfied they are with their experience.
Read more »
Monday, June 03, 2013
In today's business climate getting customers in the door and making money are two things on most retail automotive managers’ minds. If you are like some of us, you may be discovering that doing the same things you have always done are NOT bringing the same results. For example, are the same old things helping to increase customer paid labor sales and repair orders?
Read more »
Service and parts professionals out there: this question “does your back hurt yet” is posed to you! This question comes from a golf analogy—when one player is playing better than everyone else in the foursome they are “carrying” the team, thus the question: “does your back hurt yet?”
Read more »
Training and coaching of automotive service advisors is a very challenging and rewarding business. I am often amazed at the number of years we continue to work on changing the same skills and behaviors. And year after year we continue to chase dealership service customers to the independent repair facilities both during and after the warranty period. Because after all, what’s in it for them to stay?
Read more »
A lot is written about motivation. From a manager’s perspective, I see motivation as two things: energy, and caring. I want people with the “hustle” to get things done—to be highly productive, go the extra mile. And I want them to care about coworkers, customers, quality of work, and safety, not to mention profit and the success of the department and the company.
A big part of your job as a manager is to generate motivation in the individuals in your workgroup. But when you’re “growing” motivation, you’re really more like a gardener than a carpenter. You don’t really make it or build it, you provide an environment for it to prosper. Like a gardener provides the fertile soil, water, fertilizer, and a place that’s exposed to sunlight, you provide the environment for people to be motivated.
Read more »
Selling on the drive is a hot topic in retail dealerships right now. Many dealerships have been more dependent and aware of service sales contribution to dealership profitability and everyone is scrambling to increase the numbers. The hottest topics right now are walk-around inspections by the service advisors and courtesy vehicle inspections by technicians. These are great tools and their consistent use should definitely help closing rates on parts and labor sales. The question is: Isn’t selling on the drive more than just inspections?
Read more »
Sunday, June 02, 2013
What is your new year’s resolution? How about starting out the new year by being a better coach! Being a good “coach” and providing positive feedback, as well as directing unacceptable behavior, really works to improve the effectiveness and performance of your employees. The side benefits are better morale in the workplace and happier, more satisfied customers!
What does it take to be a better coach? It takes time to observe your employees with customers, it takes understanding of the importance of recognition to employees, and it takes the discipline to start with the positive and then redirect and provide specific feedback.
Read more »
