Up In a Down Market: Finding New Ways to Serve the Customer, Part 2
In this series of our Dealer Panel, we’re asking our panel how they prepare for a potentially cooling market, and how they are working to maintain their forward motion.
Why the Customer Experience Matters in Your Dealership
Almost everyone nowadays has a car. In fact, many people are surrounded by several different car dealerships all promoting the lowest prices and best deals. But most of the time, what separates you from other dealers will be that you provide the best possible customer experience.
10 Innovative Technology Companies Who Help Dealers Dramatically Evolve and Emerge
The automotive industry continues to evolve around the way consumers research, buy and service vehicles. One thing remains the same in the highly competitive industry: dealers continue to implement marketing strategies and technologies to help drive new sales and service business while at the same time retain their existing customers.
Don’t Let Others’ Judgments Affect Your Own
In a storm, we may not be able to control the strong winds that blow our way. Even so, we can adjust the sails to take advantage of these winds and gain the maximum momentum from them.
Hidden Profit Centers
Nothing helps retain a customer better than a strong PPM program. Why leave 80 percent of your customers out when it is a great value for them and creates a customer for life?
Podcast: Training Techs to Reduce Turnover
Tom Palermo, vice president and general manager for Preferred Automotive Specialists, discusses training your techs to reduce turnover.
Cementing the Service Relationship
Most dealers aren’t taking the simple extra steps needed to cement the service relationship with customers. They’re failing to realize the impact that proactively building the bridge between service and sales in your dealership can have on a dealership’s bottom line.
How Responsible Are You for KPI Scores?
Do you want 12 to 15 quality tickets with high KPI because they were able to give your clients the time and attention they deserve, or do you want a higher ticket count with mistakes and missed opportunities because they went into survival mode?
Using the Deming Wheel to Drive CPI and Used Car Profits
When I helped develop workflow models for Hewlett-Packard systems years ago, we applied the Deming Wheel to our efforts. I submit that you should consider applying it to your dealership operations as well. What this device describes and encourages is fundamental to any continuous process improvement (CPI) effort to make your dealership more profitable. Precisely
Podcast: Getting Out of Your Own Way
Master Trainer Duane Marino of Duane Marino Automotive Solutions shares ways to get out of your own way when selling vehicles.
The Three C’s for Increased Shop Productivity
You can’t rely on the numbers to tell you everything you need to know to be an effective manager. You must determine what is causing the low productivity.
Reinsurance and F&I: Are You Making the Most of Your Opportunities?
You must maximize the earnings available that start in your F&I office by dictating the type of sales that occur. Everyone looks at the per copy, but what about the results for your other departments?
