In Praise of Retention

Position your dealership to be “first” and grab more parts and service sales dollars! In the quest to generate more customer pay parts and service dollars, it pays big to position yourself to be “first”—- first to recommend needed vehicle maintenance and safety...

A Viewpoint on Loyalty

You are thinking that you need a retention program to move your business model to the next plateau, but you are not sure of what to expect?  I have been training and installing retention programs for dealers for close to 13 years and here is what I know. A Golden...

It is time…

As the automotive industry adjusts to a new paradigm in how to run the retail operation, it is time to think about how your sales and service departments conduct their business. Historically, there has always been a disconnect between these two...

Reinsure Your Retention Program

Dealers for years have been reinsuring their service contracts to help increase F&I income and store profitability. I do not think we need to get into the benefits of this profit center for every dealer in the United States and how important it is. A trend we have...

Does your branding work?

My career has necessitated a lot of air travel over the years and during that time I only flew one airline, so I could get all the points and perks that go with an airline trying to make me a loyal customer. And they did. For about fifteen years I never flew another...

Fear

It was FDR who said to the American public in our darkest days, March 4, 1933, “all we have to fear is fear itself”.  As we start to reopen for business, after the COVID 19 shutdown, it is important to keep in mind that many of our customers are still very fearful of...