Commentary
In a Time of Crisis Turn to Each Other
In a once in a lifetime experience, where we're all looking for guidance, answers, and direction, now is the time to come together as an industry....
The Impact of Digital Marketing and Online Car Sales
With the power of the internet at their fingertips, consumers of all ages increasingly research what they want to buy before making their purchases....
How To Sell More Cars Working From Home In Your Underwear
And in a lot of places right now, it's against the law. Many salespeople are furloughed, working limited hours, or staring out at empty showrooms...
Modernize Your Website: Treat New Cars Like The Commodity Product They Are
New cars have all the signature marks of a commodity product: a 2020 black Corolla LE is the same regardless of the dealership you buy it from. While...
Service Waiters: The Overlooked Audience
When I enter a new showroom for the first time, it’s never long before I make my way over to the service waiting area. You can tell a lot about a...
Carvana Has Nothing on You
According to a recent Cox Automotive study, 83% of consumers want to start their car buying journey online. Given the growth of digital shopping...
The Future of Auto Retail—A Future Perspective
What will be the business model and value of dealers in the future? In order to get a perspective on the future of auto retailing, we must first be...
With High Regard—What Buying a Mattress Taught Me About Customer Service at the Dealership
Recently, I set out on a quest for the perfect guest room mattress set. This mattress would be used around six weeks out of the year, mostly by our...
Dear Younger Me
Entering 2020, many people are talking about vision, hindsight and future potential. I often wonder how my career would have been different if I had...
Your Customer Communication Survival Guide for COVID19
We are in a period of great uncertainty. Travel is restricted; here in a suburb of Seattle, Washington (where I am writing this) events over 50...
The 'Why Behind'
I need an email address. What are the miles? Is the wife on the title to the trade-in? The insurance card is expired. Where’s the etch number? What...
The New Customer Experience - Adjusted for Social Distancing and the Coronavirus
We are in unchartered and distressed waters, and we need to make adjustments now. The spread of the coronavirus (COVID-19) has caused a global social...
