Keep existing customers forever, get lost customers to return and attract customers you could never reach before.

 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...