Lack of Documentation Can Lead to Liability
Proper documentation has been a frequent theme of my articles. Dealerships face potential pitfalls if they fail to…
Dealer/GM News May 1The latest In: Dealer News
Selling When Out of Control — Forgetaboutit
The hot ticket these lean days is attending some type of “service sales” workshop, webinar, or similar rodeo,…
Everyone April 8Management by Walking Around: See It, Touch It, Know It!
Tom Restino gets it! Restino is general manager and vice president of operations for DePaula Chevrolet in Albany,…
Dealer/GM News April 1Menu Pricing: An Art or Science?
I just finished up an initial round of service advisor training for a large dealer group and was…
Dealer/GM News February 14Why Don’t You Do It a Different Way?
Last month, my article focused on helping you hold your people accountable to your service processes. Odds are…
Dealer/GM News February 14The Consequences of Making Goodwill Repairs
Many dealerships or manufacturers have a formal or informal policy with respect to “goodwill” or customer satisfaction repairs.…
Dealer/GM News February 14How Good Parts Pros Act
Some things aren’t funny, they’re just freakin’ wrong. While working in a northeastern dealer’s service manager’s office, located…
Fixed Operations News February 9People and Processes: Creating a Synergy Between the Two
People (pee-puhl) noun 1) Human beings 2) The followers or subordinates of a leader or manager Processes…
Dealer Management January 14Ed’s Picks – Tools You Can Use From 2010 SEMA
Each November, some 100,000 plus aftermarket and new vehicle manufacturer personnel, gather to view the latest in parts,…
Dealer Management January 14Count Your Blessings: Success Begins with Being Thankful
The past two years have been the roughest time in the history of the automotive business. The number…
Dealer/GM News December 29