The “successful” pricing of labor and parts is as mysterious as the reasoning behind the stupid jacked-up buttons on the ineptly named “Smart” key, which keeps opening the trunk and windows from the pocket every time a driver sits down in a n

Experience is the best teacher. One of the greatest benefits of the automotive industry is learning successful strategies from the veterans that have perfected those strategies. Although the dealership empire is very vast around the world, it is stil

BETHESDA, Md. — Following certification by the Massachusetts Attorney General of its proposed ballot question, the Massachusetts Right to Repair Coalition will immediately begin collecting signatures to place this important pro-consumer ini

Every year I make sure I get to two shows: NADA in February and the Amelia Island Concours d’Elelgance in March. These are entirely different in their objectives, and yet they still play to the same audience; car people just like us. What is surpri

There are so many costly gimmicks, ploys, tactics, and calculated maneuvers designed to “reclaim” your service customer base, I lost count at $5K a month. The issue I have with this substantial expenditure is that none of it is used to address th

Do you know about the current competitive landscape of online marketing for service center, parts and accessories profit centers? Why do dealers typically lose the digital marketing battle against national service brands such as Sears Auto Center, Ji

I long for the old days. You may remember when we didn’t need no stinkin’ process for converting a newly sold customer into a servicing customer. Why? Well, within a month or two (or week), something was gonna break, squeak, whine, tick or otherw

  Join Ed Kovalchick, CEO Net Profit Inc., for a webinar on Thursday, August 25 at 11:30 a.m. EST on: The Garage® –  A Strategy For Surviving The Coming Crash In Customer Repair Order Count. Click here to watch Ed’s video explainin

Automotive manufacturers have been sending out customer satisfaction surveys to vehicle owners for decades. These “How did we do?” questionnaires fill thousands of mailboxes every day. After I bought my last SUV, I received three of them: one wan