• Employees have changed in the last 50 years...

    Employees have changed in the last 50 years...
  • ...shouldn't your management style?

  • Success-Driven Advice

    Success-Driven Advice
  • Collaborative Leadership

    Collaborative Leadership
  • Remove the Blinders and Become a Visionary Leader

    Remove the Blinders and Become a Visionary Leader

Self-Driving Cars: The Winners and The Losers

  Previously, I wrote about how I Will Never Own a Self-Driving Car (and Neither will You). In that post, I discussed why self-driving cars would not only become a reality, but how the leaders in this industry (folks like Google and Apple) will likely capitalize on this revolution. At the end of that article,(…)

I Will Never Own a Self-Driving Car (and Neither Will You)

Self-Driving Cars: Why you will NEVER buy one… There’s been a lot of talk and press lately about the coming revolution known as the autonomous drive vehicle (a.k.a. self-driving car). It’s coming. You cannot stop it. Despite your personal feelings, we will have more than a few self-driving cars on the road in the next(…)

What the Aussies Can Teach Us About Email Etiquette

  Sorry for the pure click-bait title, but I didn’t know what else to call this trove of helpful information that was shared with me by an Australia-based online education firm about email etiquette. Their piece, titled Email Etiquette: Improve your business writing & communication skills, is chock-full of great email stats and, more importantly,(…)

Lead Response: What’s the Goal?

  (Here’s another quick, helpful excerpt from the free 2015 Car Dealer Mystery Shop Study of more than 400 dealers.) What is the Goal of Your Team’s Lead Response? What should be your dealership’s goal when responding to e-leads? If the prospect is inquiring about a specific vehicle, should your goal be to have them reconsider(…)

Email & Voicemail Best Practices

    (This is an excerpt from the 2015 Automotive Dealer Mystery Shop Study completed by pladoogle.com; and the best practices shared below relate to the email and voicemail messages that car dealers should be using when responding to an internet sales lead.) Voicemail & Email Responses – Best Practices It’s important to remember the goal of this(…)

Empowering Your Team to Solve Problems in One Simple Step

  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(…)

Can TrueCar be Fixed? Yep, and Here’s My 10-Point Plan!

  In case you haven’t heard the news, there’s a current job opening in automotive that none of my peers will even consider: CEO of TrueCar (NASDAQ: TRUE). Most everyone I’ve spoken with about the role calls it a sure career-ender; a poisonous position that will turn even the most respected leader into an industry(…)

Why Would a Car Dealer Even Want an e-Lead?

  [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(…)

Hey Car Dealers: Speed Up Your F&I or Else!

  NEWSFLASH: Consumers are tired of wasting 3-5 hours of their lives buying a car. The average prospect today has done more than 19 hours of research before they ever set foot on your lot; so they know what they want to buy, they just don’t want to spend an entire day buying it from(…)

Internet Lead Response: Why Should it Matter for Car Dealers?

  (Another helpful excerpt from the pladoogle.com free 2015 Car Dealer Mystery Shop Study of more than 400 automotive dealers.) Why Does Lead Response Matter? Lately, much has been written about the drop in the number of electronic sales leads dealers receive – not coincidentally, of course, most often by those wishing to sell more of their(…)

Here is Every Reason You Should NOT Create a Centralized BDC

  Quick Quiz: If you’re part of an automotive dealer group comprised of anywhere between 2 and 290 stores and you do not run a centralized sales BDC, then you’re: A. Wasting Money B. Losing Sales C. At a Competitive Disadvantage D. Not Leveraging Your Economies of Scale E. All of the Above If you(…)

How Do I Show a Gap on My Resume?

    I left my job in March 2013 (my boss was the king of all a-holes and I just couldn’t take it anymore).  Since then I’ve been looking for a job (except for a three-month period where I was diagnosed with ovarian cancer, had the surgery; which was completely successful and recuperated). Now that(…)

The Three Cs of Phone Skills Mastery

  While I tend to do a lot of phone training, it’s not my favorite skill to teach. This is not because my phone skills training lacks substance or robustness or even uniqueness – it provides all three (and you can even get most of it for free online) – it’s because that no matter(…)

Delta Comfort+ is not exactly First Class Lite

  Although presented as a sort of a “secondary first class” or a “first class lite,” Delta’s Comfort+ (nee Economy Comfort) is not as much of an upgrade as their marketing would have you believe: Sky Priority® Boarding? Okay, you might get on board quicker; that is, if you’re not already a frequent flier. Dedicated(…)

Dear Walmart: Please Train Your Own Damn Managers!

  I had a fun exchange with Walmart on Twitter last month that I believe deserves sharing here – especially given that the exchange can (I’m hopeful) remind corporations to separate my duties as a customer and their duties as an employer when it comes to training their managers. First, a little background: I was(…)

It’s the ROI, Stupid

It’s All About the ROI Every now and then I find the automotive digital marketing controversies and handwringing on sites like LinkedIn, DealerElite.net and others to be both humorous and disturbing. Humorous, because it’s really not all that complicated (yet some people insist on adding drama to everything); and disturbing, because no matter what the(…)

Rules Matter: How 5 Simple Rules Stop Car Salespeople from Skating Each Other

5 Simple Rules… for Eliminating Skating Forever If the only place you’ve ever worked is for one of America’s car dealerships, then you may not be aware that other industries don’t reward those who steal from their coworkers. Only dealership employees enjoy the added perk of being rewarded for cheating each other at will. We(…)

Yippee! We’re Above Average!

  “What’s the Average Closing Percentage for Automotive Leads 30, 60 and 90 Days Old?” I recently received a variation of this question from a visitor to my free video training website; and given that many automotive managers, salespeople and BDC agents likely have the same question, I thought I’d post my original answer here,(…)

How to Get Ahead While Winning Over the Backstabbing Jerks at Work

Perception is reality. I wish I was the first person who ever uttered this unbelievably accurate view of the world. I guess I almost could have been the first, since the quote is most often attributed to political consultant Lee Atwater (who is only twelve years older than me). I find that odd, of course,(…)