Almost every day on my way to the office, I stop by a neighborhood convenience store, called Wawa, for a latte. 'Wawa' – kind of a weird name, but it’s a cool place. They make good lattes there – better in my opinion than Starbucks, and I don’t have to wait in a...

You can’t really depend on your vehicle sales department to make a huge profit anymore. Vehicle shoppers are not as easy to find and attract as they used to be because there are more dealers, more franchises, more models and overall more choices than ever before. The...

OK, I’d like to start this article by saying something that will probably tick off about 50% or more of the Service Managers in the country – seems like a good way to start, right? In my opinion, running a successful, profitable, service department is just not that...

Here’s some good news – well, maybe. Customer Retention started to get some real attention a few years back and that was great for our business. Really great and way over due, if you ask me. But, what really bothered me was the reason it started gaining all of that...

OK, I know that most of you didn’t wake up this morning with wiper blades on your mind. I did, obviously, that’s why I am writing this article. I know you have more important things to do than think about ways to sell wiper blades and honestly, if that was all you...

Almost every day on my way to the office, I stop by a neighborhood convenient store called Wawa for a latte. Wawa – kind of a weird name, but it’s a cool place. They make good lattes there – better in my opinion than Starbucks, and I don’t have to wait in a huge, slow...

As I get older, I see a lot of things in life and business that seem to cycle around – it goes with the territory of being around an old guy that’s been around a long time, I guess. So now that you know I am old, I want to tell you about the one thing that cycles...

Now more than ever you need every customer you can get. You need more service traffic, sales and profits. You need to sell more cars; heck, you always need to sell more cars! The best way to reach all of these goals is to get every single one of your team members to...

The Secret to Customer Retention is in the Customer Experience. Despite what you’ve heard, improving customer retention is not rocket science – in fact, there’s nothing scientific about it. It’s really very simple. And you might be surprised to hear that your entire...

So often I hear advisors and even managers talking about how crazy and unreasonable some customers are. It happens when customers loose their temper and blast one of your employees. Almost always everybody comes to the seemingly logical conclusion that the customer...

The factory's service advertising programs are just not strong enough to attract the customers you need. We all know by now that simply sending out factory service reminders and doing no other advertising for your service department isn't going to the yield the...