Twitter, an online micro-blogging social networking site, can be a difficult thing to manage for a business profile. However, if you think of it as a cocktail party it might make things easier for you. Don’t be the drunk guy spilling over his words, constantly saying things that…

We hear many things in Service.

Stand on any Service Drive on any given day and you will hear Customers describe all kinds of noises related their vehicles. The variety of sounds people make describing their …

I do not think I can stomach reading another article or blog post of how untrustworthy the automobile business is.  Plastered on the internet and “consumer interest” magazines boast information of the  “inside secrets” of dealerships or “how to negotiate your best deal.”  What consumers do not realize is we read those articles too and I actually get quite a laugh. …

If you are planning on attending the AutoConnections Conference and Exposition at the Aria Hotel City Center Las Vegas from September 5th through September 8th, 2012, then we want to feature you in a video.…

A few months ago I asked a shop owner and master technician to review an article for our website content product.  The topic was “Deciphering the Menu Board”.  The idea of the article is that there are many items on a menu board, and not all of them are familiar to all consumers.  “What’s involved with a transmission service?”  “Do I have a differential?”  The article gives…

2012 Automotive Special Finance

Banks are buying again and they are buying deep. Sub Prime Business is back and it is extremely profitable. I work with dealerships all over the country and the feeling is unanimous… They are ALL loving it! Why wouldn’t they? Over 60% of the United States has less than perfect credit.

Let me clear up some misconceptions about Special Finance. There are two different ways that you can engage the sub prime market (or not engage it at…

This past weekend my brother was in town visiting and the moment he walked into any store or bar he exclaimed, “Oh! I gotta check-in on Foursqaure! There might be deals!”  According to an Empathica survey, one in three consumers recently followed through with a recommendation made via social media. Foursquare is a valuable app that dealers can use to drive…

At my parent’s house my mother has a plaque that reads, “En esta casa canta el gallo pero manda la gallina.”  For my non-Spanish speaking readers, it translates to: in this house, the rooster sings, but the hen gives the orders. Simply put, who runs the world? Girls!

We all know mothers are very influential in the household and when it comes to major…

The largest Redfish caught on record is a massive 94lbs; if you’re looking for a fight, a “Bull Red” won’t back down. Even a Redfish one tenth of the size caught on record will give you a memory your shoulders and forearms won’t soon forget. Imagine arriving early to find the right spot, bravely basting in the sweltering sun, casting and…

What are you anticipating from your car buyers this summer? Or do you only reflect back to the prior years production?

 As we all know, times and financial circumstances have changed much while car buyers are more educated and much more careful who they choose to place their trust and business with.…

Blood drips red from the wounded vest

Bullets richochet by and time slows down

The air thickens as breath escapes his chest

The senses grow weary with every sound

The eyes of his friend swell up with fear…

My first car which I purchased was a 1977 White 4-Speed Toyota Corolla.  It wasn’t the nicest looking vehicle anyone has ever seen.  As a matter of fact, it was what people today would call a “hoopty” or “jalopy”.  As soon as I made the purchase, I headed over to AutoZone to cover the steering column, replace the side mirrors, buy seat covers, and styled it up with the double windshield blades.  My taste in style has since changed.  It was ugly to say the least, but it was mine!

The…

As the sun rises and your day is about to start, you have a serious decision to make.  The decision you have to make right now is; How is this day going to go?  That's right, how is your day going to go?  Be forewarned that you may need to remake this decision multiple times during the day.

Uh... Dave, can we take a look at something relevant to the car business and not get all hung up on this motivational crap?

Sure!  No problem, I'm happy to do that for…

The most trusted name in live chat brings the best blog posts and auto news stories right to you! We monitor industry trends, current events  and the auto dealer community every week to bring you the top blogs and automotive stories from around the globe. On this week’s edition – become a LinkedIn pro, headlights have rights,…

Today at 3pm EST don't miss "Auto Dealer Live" with guests Ralph Paglia and Matt Lasco.

click here to listen…

Step #1

Never allow your staff to choose between a customer in person and a customer on the phone.

Your customer will always lose.

• Showroom Receptionists are often facing the main entrance, and are the first person to be seen by a customer coming in. Too often they are unable to greet, or even…

A 3 year old has around 900 words in his vocabulary; over the next 15+ years a child’s word bank will explode to an average capacity of 20,000 words. As a parent, it would be impossible to teach your toddler everything you have learned in life in 7 short days, yet dealerships are guilty of cramming thousands of hours of experiential knowledge into a week long boot…

Communicating Effectively in Times of…

The buzz is very positive. The tech sites that have turned Yahoo into a red-headed punching bag for the last 3 years are nearly-universally saying this is a win for the beleagured tech giant. Despite fading from prominence, Yahoo has something sexy and modern that may bring them back to prominence.

This isn't a declaration that comes lightly. I've been…

If Support…

• Responded with a call instead of silence
• Gave you immediate attention instead of a support ticket number
• Answered the phone immediately instead of a queue
• Has a queue, then you know something is desperately wrong
• Responded with action instead of a timeline
• Categorically ranked your need based on how much it is their fault and handled those first.
• Wasn’t overseas
• Is handled with grace and humility instead…