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A message from Stan Sher, the founder of Dealer eTraining and Stan Sher Consulting.  The story and explanation of the message is to let you know that the only way you can continue to grow and be the best is by simply getting excited.  Create…

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As I conduct internet lead mystery shopping to dealers around the country I am constantly amazed at the lack of control that dealers have with their email marketing.  It…

Disclaimer: I must preface this by saying it not intended to make any enemies or friends. This is not meant to hurt anyone’s business, call out how they perform for their clients, highlight weaknesses or put stock in one product over another. This was nothing more than a simple experiment.

I was out to dinner with my wife recently when I ran into an old college acquaintance. Very quickly I discovered that she works in our industry for a startup website provider. I tell her…

Training a new team of managers can be a daunting task. Get it right and you set your organization up for success for years to come. Do it incorrectly and you have burdened your company with extra costs and stress. My goal here is to help offer a view of a training program I am currently undertaking in order that you have a framework to aid you in the future.

I will be sharing parts of the …

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…

How many times has your owner or manager announced "Changes are going to be made in regards to ....".

What do the faces of your team look like? Scared? Resigned? Amused?

Instituting change in your company is not an easy thing. It takes time, strategy and a commitment from all involved. It especially takes discipline from the top leaders to keep everyone…

After hearing all the hoopla over true cars Ive seen nothing from a dealer, writer, or a contributor on why they dont warn about the factory as they are about TRUE CARS. First in my opinion would you give anyone or any company access to your DMS system allowing them to have access to your customer data???? Most dealers service departments are gold mines for sales and there best inventory of customers are there best service customers. Thats because in most cases 50-75% of there service…

Visit our All-New, Content-Rich Website at …

Once again, another dealership ruins it for the rest of us.  Recently, a customer in Anchorage Alaska was the winner of a 2009 Nissan GT-R on eBay Motors with a bid of $55,100.  Now, the dealer (Honda of San Marcos) is refusing to sell the vehicle to them.  The bugaboo:  It was a No-Reserve Auction.

This is another shining example of how a dealership participates in a platform without knowledge, training, or guidance, and gives our industry a black-eye.  The dealership is…

I was asked 1000 times back in my General Manager days, how do you do it?   Every store I went to (I did not skip around but rather was a trouble shooter) went the right direction and fast!   The answer was the same every time.   You have to have all the parts clicking at the same time.   You can't drive big traffic if your inventory or your sales staff can not support it.   You can not have a large inventory and great selection if you do not have the traffic to support the "turn".  You Have…

Great leaders understand more than anything that it is ALL about the people…..

The people… are the driving force of any organization…..

Don’t believe it???

Go ahead and hire some bad ones and let me know how that works…

I popped open my DealerKnows email this morning and saw that Google Analytics sent out a Benchmark Newsletter.  (See below).  If you recall, when signing up for your Google Analytics account, you were offered to "opt-in" to anonymous data-sharing with Google.  Well they've consolidated the data and are making some modifications to their standard benchmarking report.  The information is revealing, but how does the…

I’ll never forget one time when I was driving down a highway and noticed several state troopers alongside the road in an old service station. One stepped in front of my car and flagged me in to the parking area. The officer quickly walked around my vehicle checking all of my turn signals and headlights. He also quickly checked tire condition and the emergency brake function. He did use me to turn the switches and push the brake and the…

While speaking to a 20 Group last month, I was asked if transferring leads to the sales floor is the best way to manage online opportunities.  Simply put, I prefer an Internet department still to this day. I understand many are saying "disperse leads to the sales floor because all customers are internet shoppers anyway and they should be able to assist them". Here is the flaw... constructing well-worded replies without spelling errors and well-thought out responses with grammatically correct…

Baseball season is back in full swing. (See what I did there?  Yes, very cheesy, I know). And spring training for the teams is coming to an end.  They’ve spent well over a month preparing themselves and their minds for the day-to-day responsibilities that go along with a season of baseball.  Trainers, managers, and coaches get together to evaluate their personnel and to get them ready for action.  Several dealers do the very same when they seek out training for their team.



Dealers…