People’s sale style reflects their personal beliefs and values. This is because we act in the way we think is the most appropriate. But we determine what is the most appropriate based on our personal experiences. For instance, when I want to purcha

There is nothing more frustrating to a customer than being told a repair will take X amount of time – only to be informed later that it will take longer. To those who work in busy dealership service departments, this happens frequently. Custome

According to a recent article in Automotive News, Motorcars Honda in Cleveland Heights, Ohio, believes that the future of franchise dealership profitability lies in efficient vehicle service, and as a result it’s service department is bustling. So,

By many historical measures, service opportunities have never been greater for auto dealers. In the last decade auto sales have boomed, creating an unprecedented service opportunity tailwind for the next decade. More factory scheduled maintenance pro

I’ve been around enough installations of technology and tools in dealership service departments to spot a train wreck before it happens. I suspect many can recall a technology investment that went south and, ultimately, proved to be a big waste of

A male donkey or ass is called a jack, a female a jenny or jennet; a young donkey is a foal. Jack donkeys are often used to mate with female horses to produce mules; the biological “reciprocal” of a mule, from a stallion and j

Today’s consumers are fickle beings. It’s much harder to keep their loyalty than ever before. And, while it may take years to earn loyalty from a single customer, it could take only minutes to lose it. Your dealership can do everything in its pow

Automotive services are selling themselves. For customers, it is not whether to service a car; it is about where to service a car. Customers have great choices about where to service their cars. Quality parts and work are no longer a rarity and most

To manage and motivate their service advisors, most dealers use highly variable pay plans based on gross margin. I believe such plans are counterproductive because they change the service advisor focus away from customer retention and those behaviors