Who should be greeting your service customers when they arrive at the service drive? A porter, an assistant or an advisor?

Every dealer seems to have a different process when it comes to greeting their service customers in the lane. Some would like you to just come inside, others may want you to stay with your vehicle.…

Who should be greeting your service customers when they arrive at the service drive? A porter, an assistant or an advisor?

Every dealer seems to have a different process when it comes to greeting their service customers in the lane. Some would like you to just come inside, others may want you to stay with your vehicle.…

While some dealerships have done an incredible job of surviving the storm that is the COVID-19 pandemic, in many cases, sales and service have decreased. Customers still want to buy cars and service their vehicles, but a good amount are still in a self-isolation.

As a result, most dealerships have experienced a decline in service revenue at a…

If your dealership is like most, the sales and service side of the house feel like two disconnected islands most of the time. The teams rarely come together unless handling reconditioning or aftermarket accessory installation. But…

Hidden profit opportunities exist throughout most dealerships. Whether those opportunities present themselves through service customers migrating to sales or sales customers that become service customers, all can lead to increased revenue and building relationships with your customers. Many dealers, however, don't incentivize those handoffs, so these episodes…

LONG BEACH, Calif.,-- April 2, 2018-- -- myKaarma, software that helps dealerships communicate better with their customers at every stage of the service process, right from check-in through to payment, today announced that Mercedes Benz of North Palm Beach stopped using their regular phone system in service and now puts every call, text and email through myKaarma. The system keeps a record of every customer interaction, is fully searchable…

I know that in writing this article, I’m completely violating the first rule of the fight club. However, my guess is that your dealership doesn’t have one, so I’m willing to risk the wrath of Tyler Durden to help you get started…

When your service advisor team needs answers quickly and wants to avoid phone tag then texting is today’s solution. A text is responded to, on average, within 3 minutes – email and phone voice mail cannot complete.

The Advantage Tec texting solution is…

It’s widely known that video walkarounds, email responses and other types of video attract more attention from car buyers and better engage them once they reach out to you. But, one of the biggest mistake I see most dealerships make is to neglect the service department in their video marketing efforts.

Most importantly, utilizing video in your service…

Imagine a customer that is in for a routine oil change at your dealership. As part of the complimentary inspection your store provides, it is discovered that the vehicle’s brake pads are severely worn and it would be unsafe to continue driving the vehicle much longer without replacement.  The service advisor brings this to the customer’s attention. Rather than making the…

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Learn how to have the highest Sales, Customer Retention, and Survey Scores, plus over 200 word tracks, closes and ways to handle objections will be taught that guarantee that you are a top performer, and much much more.

Give us a call to book your team…

When examining the best service departments across the country, you often find that they all share common best practices that create additional service sales and gross profits for their dealerships.

These best practices combined with daily monitoring, observation and coaching results in…

One of the many byproducts of training in so many dealerships is that you get to observe all the different ways people do things. Like how they answer the phone or talk to a customer in the service drive.

Over the years, I’ve made it a point to take note of some of the ways Advisors and Managers blow their customer up in the service drive and I thought I would share with you my observations and my Top 5.…

Every once in a while the old tired debate of whether cell phones cause brain tumors or not arises.  It usually ends with two sides split; one saying they have proof that they do, while the other says they have proof that they don’t. Personally, I can tell you I do not know who is right or wrong in this case.  But one thing I do know is that cell phones do cause severe cases of rudeness.

I cannot believe how many people will stop in the middle of a sale, presentation, meeting…

Just what does a 10% increase (in any KPI you choose) really mean to your dealership?

Nearly every week we spend training in a Dealership, we try to identify and help correct deficiencies in production, CSI and dealership employee performance. The rub is that every dealership has different issues and problems.

Sometimes it’s the training, sometimes it’s the employee and sometimes it’s the management.

And 100% of the time when there is little progress in performance…

Processes save lives. It’s true. It is especially true when you are lying in a hospital bed with a doctor and a nurse talking to you about how their processes will save your life…which was where I found myself in the not too distant past.

One of the best things about traveling is experiencing how other people run their businesses.  It also allows you to have many different Sales presentations from many different people. This story is about how one motivated, knowledgeable and especially friendly Salesperson made a banana into a bbq pork sandwich.

I was …