No matter what you do in life, it all comes down to getting it done. If your customer comes into the service Department and you write a repair order, it’s basically irrelevant until the vehicles completed and the orders processed. There are a lot of things involved with them such as assigning a technician, addressing the concern and implementing the correction so the…

Most dealerships are focused in on their customer satisfaction score. They look at the manufacturer index then rate their advisors and team members based on customers marking squares off the questions. Many dealerships even go so far as compensating employees for good scores and…

One of the common characteristics that I have noticed is how people impose limits on what they can do with their life. I recall a time when, I heard family members say regularly “I’ll never be anything but a blue-collar worker”. I have heard people say they will never be in management or they can’t do…

When you hear the words blind pilot you might think of the music band, or something that is impossible. Myself, I will be thinking of Jim Platzer. Jim was President of a Fortune 500 company and a pilot for over 15 years. He began to lose his eyesight in his 20s, when he was diagnosed with…

Today I woke up to an incredible sunrise overlooking Lake Erie. As I watched this beautiful scene it occurred to me, what a privilege it is to wake up to this every morning. Those of you that have read this newsletter for long time know I don’t talk much about myself or about the wonderful…

Over the years I’ve made thousands of visits to dealerships throughout the United States. I could spend several weeks telling stories and using examples of knowledge shared and gained without coming to completion. Throughout the good times and bad what makes it interesting…

What's Your Normal?

We are all creatures of habit and tend to develop patterns of how we…

Is it Dead?

 

The…

Finding Your Hero

 

Recently I was visiting a client, Sam Leman Auto Group in Bloomington, Illinois, and witnessed something worthy of this week’s newsletter. The Bloomington Chrysler shop was very busy with the…

Get Going

 

We are in the last week of July and no…

Developing Your Culture

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Most dealerships today would claim they want to improve the culture of their company. When you ask them how they intend to accomplish that, this is when…

Introducing Mr. Day

 

The Bronx New York may not be known for being friendly; however, they likely haven’t met Mr. Day. You see Mr. Day is an…

Leave Little for Chance

 

I’ve noticed there is a direct relationship with success and how little you leave…

Over the last year I have visited a lot of dealerships.  I’ve been asking advisors to sell me a product or a service; the results have not been stellar. One dealership in particular only asked for two brake fluid flushes in a twelve month period…After we did a feature benefit presentations on brake flushes,…

You Can’t Sing

 

I used to be a fan of American Idol. I found it interesting in the way the season series started. People would stand in line for hours and hours just to get the chance to audition for the show.…

Is it Worth It?

 

There will be many times in life that you have to make tough decisions. In the dealership and in your personal life, making these decisions can be simplified. Notice, I…

The Two Rules

Most of us have heard about the two rules in life. Number one; don’t worry about the small stuff. Number two; it’s all small stuff. In business however, we must challenge this way of…

What's Your Why?

We all need a reason to get out of bed in the morning and do what we do. For a lot of us it might be to provide for our family, while others have a greater vision or…

Selling Dessert

When I go to a restaurant I find it interesting in…

Time for a Change

Every dealership understands that the technician shortage has brought into question, how we do business. Several states…