Very few dealers are both aggressive and effective in selling Extended Service Agreements (ESAs) after the new or used vehicle has been delivered. If you are so fortunate to be among this minority, you don’t need to read any further. Since most F&I departments don’t seem to have the inclination or motivation to work these post-delivery opportunities, let’s explore an alternate strategy…structuring a process to have our service advisors aggressively and effectively sell ESAs in…

CAR-Research XRM Enjoys Unprecedented Growth,

Appoints Patrick Kelly as President & COO

Houston, Texas, October 18, 2011, CAR-Research XRM, a single-source CRM solution uniquely branded as; “XRM, Exceeding CRM”, today announced the appointment of Patrick Kelly, formerly Senior Vice…

Military, Law Enforcement, Medical Professionals, Teachers…what do these occupations have in common?  Each provides a highly valued service to our local and global community at large and does so as a result of education and extensive on-going training.  As a result, society can depend on these individuals to protect humanity, face danger, save lives, educate our youth, improve health and welfare and do…

I learned in differential calculus, that problem solving is easier if your start with the solution and work back to the problem.  At first, this is an awkward testament to a person’s ability.  We do not often spend time going backwards in life.  In this case though, I found if I focus on the desired resolution, the pathway to resolving the problem becomes clear.  

Once I have the pathway…

CAR-Research XRM Launches AutoDesk: Automated Rates & Residuals Program Provides Auto Dealers All Automotive Incentive Information in Simple, Integrated Format

Houston, Texas, September 20, 2011, CAR-Research XRM, a single-source CRM solution uniquely branded as; “XRM, Exceeding CRM”, today announced the launch of AutoDesk, a new automated Rates and…

I was once the bride of an enlisted sailor, who during the course of our marriage made the transition from enlisted to officer by finishing his college education.  Once he had become an officer; he tackled the challenge of completing flight school to become a Naval Aviator.  When he graduated from flight school and to represent his accomplishments, I had a pewter tankard engraved with these words,…

Seldom does some one board an elevator from an upper floor to ride the elevator up.  Most of the time, if someone boards the elevator from an upper floor it is to ride back to the first floor.  Therefore, when considering progress, why let someone impede your progression by not being on the project from the ground floor?

Please allow me to further develop this concept for you with a real…

When I was a child, I was the question asking machine.  Now that I am an adult, I am the question asking machine.  Not because I want to be annoying.  I really want to understand why.  Knowing the why helps me deliver on the expectations.  Knowing the why gives me the follow through to see an opportunity to completion.  Understanding why gives me access to understand the process and how each…

CAR-Research XRM Releases Auto Dealers' Guide to Outselling Competition, Increasing Car Sales, Decreasing 3^rd Party Leads, & Closing more Be-Backs

Houston, Texas, August 16, 2011 – Many auto dealerships are closing just twenty percent of shoppers who come through the doors, while the remaining eighty percent simply walk away to a competitor.…

I had an elementary school teacher who claimed that there are no dumb questions other than the question not asked, because you never know who might also have the same question and need an answer but lacks the courage to ask.  With all the great information available on sites like Dealer Elite, why do so many resist the temptation to take advantage of free tips, advice and road maps towards success? 

As an…

Best piece of advice I have been given as a manager:  Always be teaching others how to be you.  Inspire them to be gunning for your desk and to become you.  Humbly step aside when they replace you.  Without them to replace you, the opportunities of your advancement decline. 

Right after that tidbit of wisdom was imparted on me, I was asked to spear head a rather large project.  Enjoying…

The sport that so many predicted I would excel at due to my size was actually the sport where I floundered.  When it came to the hardwood, the only skill I had was shooting free throws.  My coaches could have just given up on me and focused their attention on the superstars on the team, but instead they invested time and energy into the one thing I could do well.  In place of teaching me to drive down…

As a sales manager, I hosted a daily sales meeting like every good sales manager should.  Like all good salespeople do, the sales team would come to the meeting with their list of “should-haves” and “could-haves” if only “blah-blah” was true.  This would often take the wind right out of my sails and tarnish the…

Many new car dealers know that something is not right with their service departments or for that matter with their dealership business model as a whole. Customer loss rates are at all time high, "Right To Repair" legislation is seemingly hanging over like a "sword of Damocles" and profits margins are shrinking across the board. I bet in almost every franchised new car dealership, management meetings are being held to discuss how to tackle these challenges and I can imagine the nature of some…

Most dads’ have a toolbox.  Some fathers actually use their toolboxes and other toolboxes collect dust.  Some fathers have giant roll around toolboxes and others have small handled boxes.  When you open up a father’s toolbox, the variety of tools varies from father to father.

As salespeople and management, we all have a toolbox so we can “fix” things. Our toolboxes may…

There are forks in the road in everyone’s lives.  The pathway we choose when faced with at fork can sometimes dramatically alter our journey.  I stood at one of those forks when I was invited to participate with The Landmark Forum.  I heard about the cult rumors about this organization, but participated anyways.  I was born, raised and…



Word of mouth advertising – it’s not almost a cliché, it IS a cliché. But it’s one we must be mindful of, because it’s the one thing in advertising that not only hasn’t changed, but is even more important today than ever.

With the Internet and digital advertising, Social Media and Dealer Reviews, word of mouth advertising rules. Everything we say and do can…

Below is one of my favorite tales of two dealerships. It is a favorite story because I believe both dealerships had the best of intentions, just one made a positive impact and the other a not so positive impact on how one woman in a vast world of consumers experienced buying her first brand new car.

The ink on the divorce decree was nearly dry and I was out to make some big changes in my…

When a friend posted this picture on Facebook, first I laughed and thought back to those crazy college days with pranks and practical jokes involving duct tape.  Then my thoughts wandered into the humor of my adult life, where I joke about things being held together with duct tape and Popsicle sticks.  Then it dawned on me there is another meaning to…