Commentary
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...
Should Your SEO Be Outsourced?
Automotive SEO is complex, period!! Yet, most dealers will make the mistake of trying to perform SEO themselves rather than hiring a professional for...
Why Your Ad Budget Should be Optimized by AI and Not Humans
For a long time, we all feared that machine learning and AI would take our jobs, diminish work, and leave us unemployed. But we’re over that. Now,...
Sales Opportunities Start… In Service?
It might sound counterintuitive, but one of your best ongoing opportunities for boosting dealership sales lies in the Service department. Consider...
Dealership Management Advice: Work Smarter Not Harder in 2020
The industry is forecast to be stable in 2020. Stable may be a welcome word for many and is certainly better than the prediction of decline we all...