Six months ago I watched a service manager struggle with the amount of customer complaints he had to deal with on a daily basis. Most of the complaints were just silly, and almost all of them should have been solved at the advisor level.

Unfortunately for this manager, he was really, really good at solving customer issues. So good, in fact, that his team seemed…

Connecting With Your Hispanic Consumer

Hispanic consumers in the U.S. have spoken; they are shopping for brands that affirm their culture

and empower them as individuals. Over 56 million strong, this is a population that does not want to be sold to and highlighted, but rather included. Proud of a rich…

A dealer in Washington state has taken a highly unusual - and unheard of - path to customer retention and loyalty. According to Automotive News, Denver Morford, dealer principal at Barry Chrysler-Dodge-Jeep-Ram in Ephrata, Wash.,…

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Make Money Mondays With Sean V. Bradley - How To Handle Price With Internet Prospects.

This week's episode talks about "How To Handle Price" online, with Internet prospects or with "Phone Ups".

So many Car Dealerships…

           For many of us email management isn’t always a top priority, but perhaps that is something we need to change. By doing so, you can cut the clutter; reduce your stress and delegate tasks to your employees and coworkers.

            One of our team leaders utilizes a method he calls the 3D method and says if followed correctly it works…

Welcome to this week's edition of Black Book Market Insights, with in-depth analysis of used car and truck valuation trends and insights straight from the auction lanes. This week’s report also includes highlights and insights from the Specialty Markets. Click here to download the full report.

The Black Book editors conducted a thorough analysis of segment depreciation performance over the last three months. It is clear where…

Tweet Your Leaders…#75 of 99 Things to Know About Social Media with Joey Little

Many people still remember writing letters to their congressmen or senators whenever they had an issue, a complaint, or feedback. It took paper, pens, envelopes, and stamps—as well as quite a bit of determination in order to get the attention of someone in a leadership position.…

There are currently hundreds of major digital marketing companies in the automotive industry calling, emailing, and sending smoke signals to influencers and decision-makers at dealerships across the country. I say "hundreds" because I don't want to count them up, but it could actually be thousands. The point is that there are a ton.

It can be challenging to…

Women are responsible for two-thirds of the vehicles brought in for repair. Dealerships who understand this and seek to deliver the ultimate customer experience will reap the rewards at their service drive.

Offering top-notch car services in this department is critical for retaining women clients, as well as for up-selling a new or leased…

Below is snapshot from the 2015 Toyota Corolla video I posted on our dealership's

Facebook page. The link to the video can be found here.…

As far as content marketing goes, the most popular types of content educate and help your audience make informed decisions. It’s not enough, however, to simply write a blog article and slap it on your company’s website. All content (great or otherwise) needs syndication of some sort. This could be through newsletters, via social media, or other avenues.…

[With the on-again/off-again debate about Third Party Providers currently on (again), it seems appropriate to present this excerpt from our 2015 Online Automotive Leads mystery shop study.]

A high percentage of dealership desk managers still look at the Internet and their own internet sales teams as the enemy. For these shortsighted managers, the elimination of e-leads in their dealership might likely be viewed as a blessing.…