Imagine feeling ill enough to visit the local hospital. Most of us identify the hospital as the one place that has the combination of diagnostic technology, patient history, the knowledge and the skilled clinicians in one location. In order for physicians to accurately diagnose your ailment, they take blood samples and conduct a multitude of tests. As a patient, it…

The popularity of transportation networks such as Uber and Lyft has increased vehicle purchase demand by their contracted drivers. These services come with strict vehicle ownership requirements for their drivers, which often motivates a new or used vehicle purchase.

Uber and Lyft are just two examples where consumers are using their personal vehicles in a…

With the massive onslaught of vehicle recalls it is pretty much guaranteed that all parties involved are paying attention. Today that ranges from consumers to OEMs to dealers to insurance companies; and tomorrow that will soon include rideshare companies like Uber and Lyft.

One of the biggest, and perhaps most well-known recalls, is unrepaired Takata airbags…

Consumers have plenty of choices when it comes time to buy a used car – private sellers, independent used car lots and, of course, franchise dealerships. Each have their pros and cons, ranging from price, to quality, to reliability and safety. The one edge franchise dealerships may have over all other options is that consumers, in general, believe that a used vehicle at a…

In my last blog, I shared some reasons why dealers need to prepare for a constant flow of recall repair work for a long time to come. In this second part, I’d like to lend some further insight as to why savvy and responsible auto dealerships need to develop a strategy for recall repairs. I could not fit them into…

Recalls have reached epidemic levels and stretch the resources of everyone involved – dealers, manufacturers and parts suppliers – as well as the patience of consumers faced with a recall, or who contemplate the purchase of a new or pre-owned vehicle. While it may be tempting to imagine a world where recalls aren’t such a burden to dealers and customers, the fact is, recalls…

As we make our New Year’s resolutions and reflect on 2016, which was a less than perfect year for our industry, filled with recalls and declining consumer confidence due to lack of parts availability to quickly fix these recalls, I thought it may be a good time to look ahead to 2017. In that spirit, I’d like to offer some simple tips that can help improve the service…

In a past blog, I discussed how AutoNation instituted a policy to not wholesale or retail any vehicles with open recalls until they were repaired. Sadly, as recently reported by Automotive News, AutoNation’s efforts have met with tough consequences,…

While it is still legal to sell pre-owned vehicles with open recalls, the National Highway & Transportation Safety Administration has advocated that these vehicles not be sold -- Similar to how it is illegal for auto dealers to sell new cars, or for any rental car agency to rent vehicles with open recalls. The issue is still being debated, yet, at the moment, pre-owned…

One dealer in Florida is taking a stand to ensure that pre-owned vehicles with open recalls never hit the streets. When the Takata airbag crisis first reared its ugly head, Earl Stewart of Earl Stewart Toyota, started informing customers of in-stock vehicles with open recalls by clearly marking them with signs, while still continuing to sell them.

In June of…

Think about the value propositions most dealerships present to consumers. Free car washes, fast transactions, oil changes, low prices, etc. They’re all so similar that, in reality, they cease to differentiate one dealer from another. The simple fact that they aren’t unique just about negates the offer for consumers when they consider who to buy from.

Nobody…

The Discovery Channel’s “Shark Week” has become a cultural phenomenon in our country. Sharks are relatively mysterious and most people don’t know much about them. Cars are very similar in nature. We know that we need them and which ones are cool, but most people don’t really know how they work. And not only that, as one in six vehicles on the road has open recalls…

In my past few blogs, I discussed the various areas in a dealership that are affected by the current recall epidemic, compared the differing viewpoints about recall repairs from dealers and consumers, discussed non-compliance in recall repairs on…

In my last few blogs, I’ve discussed how to handle recall customers and why dealers should embrace them rather than be afraid of them. We’ve also reviewed new and used car recalls, along with the applicable laws and consequences for any failure to comply. The one area I haven’t yet discussed is recalls in your service drive. Sure, you have customers who know they have a…

There’s no question – the recall crisis is eroding the confidence consumers have in vehicle safety. Every day, we hear of more vehicles being recalled for various reasons. If nothing else were to get recalled, we’d be looking at an “estimated” completion date of around 2020. That’s assuming the parts to fix the recalls aren’t themselves recalled -- as was the case when TRW…

In Part 1 of this series, I detailed the existing dealership viewpoint when it comes to consumers and the obstacles dealers are facing as related to the massive influx of recall business. In this blog, I’ll share the…

The subject of recalls has provided plenty of fodder for some in the media. Certainly, vehicle recalls are an explosive issue that places dealerships on the front lines of consumer anger and frustration. At the same time, dealers are also positioned to resolve the situation, restoring the consumer’s confidence in the brand and solidifying or commencing relationships. …

One of the largest pain points with recalls is completion percentages. In many cases, it’s not by any fault of the manufacturer or dealer that the recall repair compliance percentages are low.

Recall repairs can be hindered by parts availability, procrastinating or apathetic owners, or owners who simply aren’t aware that their vehicle needs…

In September 2015, AutoNation CEO Mike Jackson announced that AutoNation would discontinue selling any vehicles – new or used – with open recalls. This new policy includes not just those vehicles intended for retail, but also vehicles headed to wholesale buyers. The decision, while admittedly costly, is one that Jackson believes is the right decision as consumers buying…

Automotive recalls present an opportunity to maintain and improve dealer and brand integrity while winning back lost customers and attracting new customers that typically do not service at a factory-certified dealer. Historically, however, recalled vehicle owners have been viewed as a nuisance by dealership personnel. They can at times be frustrated and emotionally volatile;…