Despite the pandemic, consumers are still in-market for vehicles. Manufacturers, at one point, were forced to slow production due to local and state regulations. As a result, some dealers have been struggling to maintain a full inventory of vehicles to offer car shoppers. Of course, dealerships cannot control when (or how many) new vehicles they receive from…

As the nation attempts to further reduce emissions, many states have begun initiatives to phase our gas-powered vehicles. At the moment, multiple problems exist if someone were to snap their fingers and make every vehicle electric. On the vehicle and infrastructure side, there is a lack of charging stations and range is limited. While these are increasing…

Customer retention can be tough. Independent repair shops lure customers away in droves with coupons or offers that promise low routine maintenance pricing. However, winning consumers on price alone is a short-term victory compared to winning over their loyalty for the long haul with quality work, certified technicians, and impeccable service. Luring them…

One thing that the holidays usually bring is travel. Families want to celebrate the holidays with loved ones and, this year, even during the COVID-19 pandemic, traveling is still happening. The difference right now is that a LOT more people are choosing to drive rather than fly,…

Ever walk into a McDonald’s and just watch their process at work? If not, take the time to observe next time you visit one of these iconic fast-food chain restaurants. You’ll witness employees, who average just $10.12 per hour*, move with the brisk pace, tempo, and synchronicity of a well-trained team as they interact with each other and their…

Ever walk into a McDonald’s and just watch their process at work? If not, take the time to observe next time you visit one of these iconic fast-food chain restaurants. You’ll witness employees, who average just $10.12 per hour*, move with the brisk pace, tempo, and synchronicity of a well-trained team as they interact with each other and their…

The retail auto business is stressful for all departments. In normal times, employees work 50+ hours per week simply to keep up with the demand from both customers and management. However, during the current pandemic, all departments are working harder than before to not only make a living but also to keep up with the expectations of their…

Dealerships are having a tough time acquiring used vehicle inventory at competitive prices right now. Due to recent OEM shutdowns, new car models are sparse. And, even with large rebates, incentives, and low interest rates, consumers are being especially careful with their finances in these tumultuous times and are shopping for used vehicles more than ever…

Dealerships are having a tough time acquiring used vehicle inventory at competitive prices right now. Due to recent OEM shutdowns, new car models are sparse. And, even with large rebates, incentives, and low interest rates, consumers are being especially careful with their finances in these tumultuous times and are shopping for used vehicles more than ever…

It is no secret that the service department tends to get the smallest part of the dealership’s marketing budget, despite bringing in the most revenue. Some dealers take this for granted with marketing dollars focused on sales. I get it – dealerships originally served as a critical, local arm of the OEM’s distribution of new models. However, due to the…

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…

Today's Environment

Do you ever get fed up with the chatbots that keep appearing on websites even after you have shut them down?  Well, many websites could use some chatbot best practices! That is just one of several things I find that need to be fixed on dealer websites to improve the consumer experience.

I don't know how many of you have gone and tried to navigate your dealer website. In many cases it is confusing and an absolute nightmare. It is…

Throughout history, humans have designed and created technology to make their lives easier. From the invention of the wheel itself to the eventual creation of the automobile, to today’s computer-integrated vehicles, we are more dependent on technology to improve our experiences than ever before.

But with that technology comes challenges. Most…

These days, more channels are open for consumers to buy vehicles without leaving their homes. Whether that occurs through dealerships, independents, or online services, it is of concern, from a safety standpoint, that consumers know that their chosen vehicle is safe.

No consumer wants to spend thousands of dollars on a “lemon,” nor a vehicle…

While traveling through Asia, Alexander the Great fell ill. Everyone was afraid to treat him, as they feared that, if they failed, they would be blamed for the King’s death. However, one physician was willing. While Alexander waited for the physician to prepare the medicine, he received a letter informing him that this physician was not to be trusted and…

Today's environment:

Sometimes when I look at an auto dealer website I sit back, scratch my head, and wonder if they have ever scheduled an appointment for dealer service on their website? Not to mention all the bots that pop, and all the flashing offers! It is the farthest from the basic tenets of what makes anything usable today on…

As hard as we try to increase recall completions, there always seems to be a bump in the road. We may soon be in for a pretty big one from the used-car market and there are plenty of signs pointing to this having a major effect on both dealerships and consumers.

According to a recent article in…

User Experience, by definition, addresses all aspects of an experience within automotive shopping, purchasing and owning of a vehicle from the customer's perspective. From interacting with an ad, to interacting with a website and to parking their new vehicle in their driveway, user experience guides the interaction of the customer throughout mobile apps and…

Auto dealerships and consumers now have additional layer of transparency to safeguard them from making uninformed acquisitions

Laguna Hills, CA, June 10, 2020 — Recall Masters, Inc., the nation’s leading provider of automotive recall solutions, today announced a partnership with VettX, an automotive industry software provider that enables auto dealerships to…

All automobile manufacturers strive for dominance in the marketplace. Vying for consumer's money, trust, and brand loyalty is an ongoing challenge through a balance of quality, quantity, and a franchised network of dealerships that entice consumers to buy and service their vehicles. The last thing a manufacturer is looking for is bad publicity. However, it…