Some things aren’t funny, they’re just freakin’ wrong. While working in a northeastern dealer’s service manager’s office, located next to the tech parts counter, I had the opportunity to listen to all the conversations b

“Why aren’t they doing what I told them” Ever muttered those words? You know you have. Long ago my first service manager in New York, Bill Vukovich, used to whine constantly to the shop guys: “Buy you books, buy you books R

People (pee-puhl) noun 1)    Human beings 2) The followers or subordinates of a leader or manager   Processes (pros-es-iz) noun 1) A systematic series of actions and operations directed to an end 2) a series of changes  taking place in a def

Each November, some 100,000 plus aftermarket and new vehicle manufacturer personnel, gather to view the latest in parts, accessories, tools, equipment, wheels, tires, performance enhancements, customization, car care, business services, and restorati

I was consulting in a mid-sized GM dealership one evening. The service manager and I were looking through carefully prepared pre-write packets (menu, history, pre-write, recalls, MPI, and notes), to determine how well the service advisors had pre-loa

The past two years have been the roughest time in the history of the automotive business. The number of car dealerships in the United States has been declining for decades. Roughly 200 dealers close their doors every year. Last year, however, 2,000 d

We are a time-hungry society. We need and demand more – period. As consumers, we are no different than our customers. We demand convenience in what we do, as well. We have developed a dependence on it everywhere we turn. It never ceases to amaze me

I was consulting in a mid-sized GM dealership one evening. The service manager and I were looking through carefully prepared pre-write packets (menu, history, pre-write, recalls, MPI, and notes), to determine how well the service advisors had pre-loa

“In order to know where you are going, you have to know where you are.” “In order to grow, you have to know.” “What you treasure, you measure.” No matter how you say it, automotive industry experts all agree that you have to track the num