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

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

    ...shouldn\
  • 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

Car Dealer Phone Skills 101: The 5 Sales Call Types and Why a BDC is Best






The 5 Car Dealer Sales Call Situations (and why a BDC is best) With today’s connected customer, there really are only a few types of phone calls your team will find themselves involved with. Gone are the days of a customer phoning and saying, “I need something good on gas for under $8,000; what do(…)






Is Duplicitous Pricing Good Business?






In a transparent, information-rich world where showrooming is commonplace, a pricing tactic used by many retailers seems strangely shortsighted. For lack of a better term, let’s call this shortsighted pricing practice “Duplicitous Pricing” or DP for short. Simply put, DP occurs when a retailer posts one price in their store while maintaining a different price(…)






Why Free Training?






As some of you may know, I give away 100% of my online video training for free. I started this because I had more dealers, dealer groups and OEMs asking for my time than I had time to give. Since most managers in automotive (no offense) pay for training that they never bother to implement or reinforce, I decided(…)






Car Dealer Pay Plans: How Do You Structure a Pay Plan for a Hot Mess BDC?






  I recently received an email from a colleague asking about a pay plan for an automotive BDC that I describe as a “Hot Mess.” Why a Hot Mess, you ask?  Plainly stated, a dealership’s sales structure and associated process flows should be simple and straightforward. When these flows have multiple forks upon multiple forks(…)






Help: I’m female, I’m foreign and I’m a new manager!






  We recently received the comment below on our Young Managers – How Do They Lead Older Subordinates post: Hi, I am a female, 28 year older manager leading a mix team of 8 people who are 15-25 years older than me in finance operations. I have slightly different situation. I am an EXPAT from(…)






Dear Car Dealer: Why your record year might be a bad thing






  Dear Car Dealer: Congratulations on a record 2015! Yippee! Now, get the slings, because you’ve likely broken your arm patting yourself on the back. If you’re an average dealership – whether privately-owned or publicly-held – you had a record year in 2015. Heck, if you’re a below average dealer you had a record 2015.(…)






Are Car Dealer Online Service Scheduling Applications Chasing Customers Away?






  Let me start this post by stating unequivocally that I am big fan of online service scheduling applications for car dealers. When set up correctly, these little tools can save you and your customers the headaches and hassles of numerous service phone calls. When set up correctly. Without getting into the weeds, suffice it(…)






Car Dealer BDCs: A Veritable Den of Thieves for Many Dealers






The Great BDC Robbery: How Reconciliation Allows Your Business Development Center to Steal from You Do you have any idea what your BDC is doing right now? A few weeks ago a general manager I’ve known for some time was bragging about the performance of his group’s Centralized BDC. He was almost gushing about how(…)






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(…)