Joe: Sally Whitesell has spent over two decades providing service advisor training in service departments across the country. Her professional training products have been utilized at dealerships by individuals, service teams, managers and at the corporate level.  She is the founder and…

This week, Jeff covers the first 2 steps on how to exchange your worry for success! Tune in for tips, techniques, and advice on how to be a professional and successful salesperson. Stay tuned every Tuesday for a new episode! Subscribe on iTunes, GooglePlay, Stitcher, and watch through Youtube. 

Click here to watch!…

I was in an audit where the main chargeback was add-on repairs. In the recap meeting, the service manager and dealer were looking at each other dumbfounded because they have been so strict on “no added repairs without them looking at the issue and signing off”. The warranty admin knew that she inspected…

When you have your day interrupted by an unpleasant car accident, you must be prepared. Because we don’t usually expect to be involved in such events, many may lack the response capabilities at the moment and lose control of the entire situation. However, if you collaborate with a specialised lawyer, you should prepare yourself by asking some questions. Knowing the answer to those will allow you to remain calm and take the right steps in such situations. Below is a list of three…

Today, consumers have grown used to loyalty programs and they have become the norm. So, to keep their customers’ interest, businesses have been forced to become more innovative and…

Customer satisfaction is one of the most important ingredients for your dealership success. It is plain simple: if you are doing it right, your CSI scores will go up. And if you are not, you should be thinking how to increase it in the future.

Wanting to research the quality of automotive service in the US, in March 2017. J.D.…

According to Black Book, during the three-month period between July-September, 2009, when roughly…

Phone Strategy Series Part 2

Talking to customers on the phone is a valuable tool to have in your arsenal.  This type of contact is also called prospecting calls.

Talking to a potential customer on the phone even just for five minutes can give you more information than multiple emails if you know how to handle those calls properly. Part 2 of our Phone Strategy Series covers the mistakes that can be made when calling customers. 

Oftentimes…

In no more than 15 minutes of your time, you can learn tips, techniques, and how to write service the right way! Anyone who will ever set foot on a service drive will benefit from this engaging, informative, and proven information. Each week will cover a new subject or topic, directly from Jeff's newly released book: Write Service and Write Your Own Paycheck!

This week, Jeff covers how to use word tracks to never stop selling who and what you…

Ultimately, with every marketing solution across the board, the client wants to know whether their investment is paying off and providing a good return. 

If you’re a dealer, you are used to vendors providing reports measuring their performance. These reports each present their own challenges because…

FIGURES LIE WHEN LIARS FIGURE ...

THE BOGUS APPLICATION OF ATTRIBUTION AND INFLUENCE 



I probably speak to more than 100 Car People every week on the phone AND dozens more on the keyboard.

What is So Amusing is when Dealer principals and General Managers ask me my opinion of…

So that you've got a massive truck with large tires and truck nuts hanging' off the hitch. You figure it have to be the bee's knees with regards to off-roading. That tiny Suzuki Samurai's were given not anything for your Goliath, proper? Not so fast. Let’s break down what without a doubt makes a vehicle successful whilst the going gets tough.

Automakers love…

Published on November 27, 2017

Automotive News: Myth of 'Multiple of Earnings'

The net profit does not impact the goodwill value as much as you were led to believe.

What is your dealership worth? How do you know? Gut feeling? Accountant’s opinion? Articles in the Automotive News? Published articles from 'experts'? Most…

https://www.youtube.com/watch?v=VP4ghUEf-RY&t=2s…

One of the most important considerations we have in business is to understand the balance in choosing between volume and margin. If a dealership was only concerned about volume they might price customer pay repair labor at $60 per hour. If they were only concerned about margin they would consider a labor repair rate of $180 per hour as…

For some people, it’s family. For others, it’s pets. Others will maintain it’s their career, and some will point to their favorite pastime. Regardless of what anyone chooses, there is a common denominator used to keep up with their passion -- one that has become the center of the Universe for many people -- and that is a smart…