The Art of the Trade-in Walkaround – Setting Realistic Expectations with Customers.





Most customers…

At work, we’re surrounded by dicks- if you aren’t one, then chances are you…

(Photo credit: One of my daughter Mackenzie's pictures hanging in my office)

Don't feel like reading? Let me read it to you…

The graveyard is full of people who sat around and waited for their…

“Big doors swing on small hinges.” Small things can make a big difference in your sales process. There has been a lot written recently about what I term the “moment of truth” in the sales process.…

A quick look at the current state of auto retailing would suggest that things are good. Tough times (and a couple of notable bankruptcies) have thinned dealer ranks. Although pressures…

There is a revelation that is shocking and, quite frankly, scary. A dangerous and potentially fatal mistake is being made everyday in businesses. The mistake is the confusion between strategy and…

Drive up to a dealership and you will most likely see a lot lizard. Their species is easy to spot. They tend to congregate in front of the dealership, smoking, joking, complaining and waiting to…

Last week I attended NCM’s semi-annual meeting of all its divisional directors, 20 Group moderators, Retail Operations consultants, and NCM Institute faculty members, who, along with our CEO set…

Do you remember as a child being asked what you wanted to be…

Good afternoon Dealer Elite Members

Change is one of the only constants in the universe. The automotive world as…

The largest Redfish caught on record is a massive 94lbs; if…

At my parent’s house my mother has a plaque that reads, “En esta casa canta el gallo pero manda la gallina.”  For my non-Spanish speaking readers, it…

This is the continuation of the mini case study focused on the objectives and challenges of building a process to measure and manage OTDBs in the operating departments of an NCM client dealership…