Good morning Dealer Elite,



As I travel around North America I see a lot of dealerships have issues that prevent growth. The one that surprises me the most is how inaccurate the information they currently have about their business. If other retailers were in te same boat they would be out of business.



Here are a few of the problems I see all the time and how dealership owners and management can solve them.



One: Measure everything that happens at your dealership… Continue

Good morning Dealer Elite Members,

As i visit retailers of all stripes I find an interesting problem happens again and again. Simply put it prevents the sales, service and part department from creating happy customers and generating more sales service and parts sales as well.

Here are the details:

One: No customer really cares about why a request is not possible.…

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Hello Dealer Elite Members,

As always, I have been spending a great deal of time at automotive dealerships. What I have determined is that customers are still visiting dealerships but the closing ratio is declining every day. I will give you an example of why, and just so you know it's not only car dealerships that have this problem.

Here is an example from a GM dealership I was at last week

I had taken a phone call as part of the BDC…

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Good morning Service Managers, GM, service writers and owners,



As I travel around the country and work with dealers and car manufactures what surprises me is the focus on service retention, but the lack of process and Proactive steps to get this great goal accomplished.



Dealers have service appointments every day, most car makers even have in car systems to help customers manage the service of their car and let them know. The problem is the dealer are not helping the… Continue

Hello Dealer Elite Members,

I hope you had a wonderful weekend! I as always have been doing a lot of reading, thinking and spending time trying to solve the major problems in the Automotive industry today!

One of the most common and largest problems that I see on a daily basis in addition to "Poor Customer Service" at Automotive Dealerships is their…

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Good evening Dealer Elite members,



More details on the deal Between Internet Site Yahoo and TrueCar which has fallen through. After working with TrueCar before the industry and state Lawyers started attacking the company, the facts are finally out in the open.



Here are the details from auto news:… Continue

Hello Dealer Elite Members,

 

First of all I am sorry I have not been more active this week. I have been burning the candle at both ends lately and it has been catching up to me. I have also had the opportunity to read several books on retailers who are the gold standard in their industry. One of them is Nordstrom’s and one of them is Apple Computer.

 

I was able to learn a great deal about why both of these retailers have not only a great reputation but also…

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