A few weeks ago, I was training a ten-store team while facilitating some very ground-breaking and paradigm-shifting conversations about the phone. The Director of Operations preached to a team of new hires—some thoughts most dealers have become all too familiar with:

“We’ve been flying by the seat of our pants too long,” said the director to the newbies. 

“Pick up the phone, find out what they want and…

Best Practices in Fixed Operations—Implementing Call Monitoring

The Profits of Service

In today’s competitive marketplace many dealerships will rise and fall on the revenue generated by the Fixed Operations division. Additionally, the future success of the Sales side is directly related to the service experience your callers receive. About two out of every three callers reaching your dealership will ask to speak with someone in Service or Parts. Unfortunately, 20…