Customer Relationship
5 Ways to Put Reliability at the Center of Your Store’s Success
On the old classic TV show "Lassie," Timmy never fell down a well, contrary to popular belief. But viewers knew if Timmy did, he could rely on Lassie...
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 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...
The Sales Funnel & The Shape of Water
Between a busy career and a larger than average family, I don’t get much time to indulge in a good movie. As it so happens, one of my best friends is...
4 Types of Power Questions that Boost Your Influence
What you have to offer has a deeper more personal impact on your customers’ lives than you learn, lead, and leverage right now! Whether you are...
The Ripple Effect
Recently I attended the Annual Industry Summit in New Orleans. About a week before my flight, I received an email from Southwest announcing the...
The Power of a Live Turnover in the BDC
In the not too distant past, I used to pat myself on the back if I took a turnover on a phone call at a dealership from a Business Development...
Three Steps to Level up Marketing Strategies in 2020
Refining your marketing strategies heading into the new year sets you up for success in 2020 and beyond. The New Year is an exciting time at a...
3 Keys to Influencing Indecisive Customers
Regardless of your professional title, we are all in sales, and we all have heard the dreaded words: no, not right now, I’ll think about it, maybe...
Choose To Serve
I have been earning a commission-based income for over 15 years. As a result, people often ask me how I deal with the uncertainty of my monthly...
How to Turn One-Time Buyers Into Customers for Life
Most dealership marketing and sales efforts are geared toward getting the potential customer onto the lot, through the front door, and in front of...
5 Ways for Dealers to Build Trust With Today's Savvy, Skeptical Car Shoppers
For many years, the relationship between customers and automotive salespersons could be adversarial. Some car shoppers believed that salespeople were...