The knowledge that dealership professionals possess is inadequate to do the job for which they are hired. These individuals receive the bare minimum training necessary for them to interact with clients during the in-dealership sales process and in most cases, no more. This approach to professional development is wreaking havoc on all of the other processes that…

In the NFL, one of the most valuable commodities a team can have are its fans. Countless times we hear about the effect that home crowds can have on the gameplay of the athletes on both teams. Termed the “12^th man,” this phenomenon is extremely powerful as it can motivate the home team, while at the same time making it more difficult for the opponent. Think of all…

This article appeared in the March 2014 issue of Auto Success magazine.

If your dealership consistently receives higher-than-average CSI scores, you may believe that a good percentage of your customers are happy and therefore loyal. But you may be wrong. Customer satisfaction and customer loyalty are two completely different…

Stay Away From The Fried Twinkies!

By: Alan Ram

Quit comparing yourself to the mediocre masses! It seems that so many managers have an attitude like “yeah we’re bad, but we’re really no worse than the rest”.  That’s the equivalent of going to the state fair and comparing your fitness level to the people standing in line waiting for fried Twinkies and chocolate-dipped bacon. Step up your game! Start measuring your performance and…

"I'm not a businessman, I'm a business, man."- Jay-Z

What most people don't realize is that even a living person can become a brand. This is a basic staple of advertising and sometimes it needs to be asked: what exactly is a brand? In a…

Today’s Women’s Wednesday focuses on women’s reviews, and why they MUST be a critical, daily and intentional component of your business practice – both with the sales team and in the service drive.

As the #BigDataAuthority on women’s dealership experiences, we have shared that this powerful buying segment will purchase 27 million cars at new and used car dealerships this year. That equates to over 75,000 vehicles a day. What is your share of…

Just like any business, I have potential clients that I reach out to in an effort to see whether my services are a good fit. Recently, a potential client, who I had been talking to but hadn’t heard from in a little bit, suddenly “liked” one of my posts on my personal Facebook profile. While this does happen occasionally, I have always used LinkedIn as my primary method of…

For 2014, Kelly Blue Book has named the 2014 Infiniti QX50 NJ as the Luxury Compact SUV with the Best Resale Value!

For those who remember, the 2014 Infiniti QX50 was previously know as the EX model which also received a similar award for having the best resale value over the course of 5 years of new ownership. The EX or…

This post was written by NCM 20 Group Moderator, Wayne George and was originally published on the Up to Speed blog.

Every recall comes with a certain amount of pain and customer discontent. Some of the current recalls that have been announced are extremely volatile. So what, if anything, can you do to keep your entire store’s mindset positive and in a…

Dealers, there’s something fishy going on with the major automotive website providers.

Problems that affect search results are popping up left and right, but no one is willing to accept responsibility and fix the issues. Instead,…

If you've spent more than 5 minutes in sales, then you've likely cried out, "These customers are wasting my time," more times than you'd like to admit. And you know what? You're right, they are a waste of your time. Here's why:…

When it comes to training and the development of dealership professionals, what continues to bear true is that the ambiguous expectations of the results that the dealerships are trying to achieve is the primary reason for dissatisfaction and buyer’s remorse. For this reason, I have reinforced to my clients when I consult or train that “what you cannot define, you…

Communications, it is changing.

If you had to rate your skill level on communications, how would you rate?…

In today’s economic environment the division between success and failure is as clear as it’s ever been. Having the right people, processes and products are essential for a dealership to be competitive.  Being a single-point,…

In Search of Memorial Day…

Most likely there are a lot of these floating around in your service department.

Did you find all the one$ you should have in 2013?

Are you going to settle for the same one$ in 2014?

Now is the time to get started.

We can help you find more of those…