In May I wrote a blog article explaining how employee retention in service will become increasingly important due to many factors. Apparently, that’s becoming true faster than even I thought. Auto Remarketing published an…

I am sure many of you have heard about the recent customer service debacle involving Comcast over the past week. In case you aren’t familiar with what happened, a customer called into their service center attempting to cancel his service after almost a decade. He was transferred to a customer retention…

Last week, Automotive News highlighted Redlands Auto Plaza, a Southern California dealership that is doing some pretty creative things within their service department to increase absorption. General Manager, Loren Campbell, recognized that becoming more…

Automotive News recently reported about a New Jersey dealership that has a VIP lounge for some of its customers – akin to the exclusive airline club lounges – in which customers can wait for their vehicles in service. The lounge offers fresh…