January 1 saw the enactment of Tennessee House Bill 141, to the collective groan of consumers. In a nutshell, this new law prevents consumers from suing car dealers if they purchase a used vehicle with an open safety recall, as long as it was disclos

If you haven’t noticed, a revolution is happening in our society. More and more businesses are going paperless. Airlines issue boarding passes via, email, text message or through a mobile app. Sporting and entertainment tickets are increasingly del

“What is true environmentalism? The Obama administration told us you can’t be about jobs and growth and protect the environment. I simply reject that! We can do both,” according to Scott Pruitt, Administrator of the US Environmental Protection

 As you would probably surmise, I get called in often when departments are losing money – usually big dough. The onset of a typical rebuild is launched by examining personnel expenses, which as you well know constitute the largest one group of exp

Manufacturers hold dealerships accountable for customer satisfaction and the overall experience in both sales and service through surveys. Dealerships that fall behind the acceptable OEM standards can easily suffer consequences that reduce revenue an

Recall notices are not, for most dealers, the first place they think of when it comes to generating revenue. Yet, how a dealership responds to recalls can create a distinct opportunity: an opportunity to demonstrate a customer-first attitude and the

Providing the right experience that attracts and keeps customers can be difficult. Why? Well, according to an article on CMSWire, we are doing it backwards. The Toyota Product System, otherwise known as “Lean Manufacturing” advocates that all imp

To grow profits in today’s automotive environment, many auto dealers are focusing on growing service department revenue. Achieving this goal presents a number of challenges, including: 1) Declining new vehicle sales volumes NADA predicts 2018 new-v

Consumers are all about convenience. The Internet has opened access to instant information and new technology continuously enables consumers to accomplish goals faster, access information more easily and organize their lives — all without the h