We talked about the management of the service business last month, and now I want to focus on the parts business.
This is simple, isn’t it? Everyone knows how to operate a parts business. You have a room out back to put the parts and […]
I often talk about customer retention I and customer satisfaction. Many of you have acted on a lot of different fronts. Here is one I think we should prioritize much more highly—market coverage.
Market coverage is an interesting title, isn’t it? It covers a lot of sins.
To […]
Since the end of 2013 I have been in communications with several hundred people through my consulting practice, the classrooms in management training, or at conventions. I’ve typically tried to get a read on the outlook and attitudes of the people in the various industries. This year more […]
For decades we have been given a pass on our performance in the market when we consider Parts and Service. There is not a universally accepted market share calculator. This means that parts and service management is given a pass on […]
Often when I visit schools, I ask the students why they think people are in business and almost without exception they say “to make money.” We then engage in an interesting discussion on business. At the end of our discussion, they begrudgingly agree that making money is not […]
Now that the market optimism seems to be at a high level I can get something off my chest. For too long now many of us have been struggling with the fact that the market is bad. More importantly we have been holding on waiting for the market […]
A complaint is a gift. It gives dealerships the opportunity to right a wrong (perceived or actual), re-establish credibility and trust, and win additional business.
AED gave your customers a chance to complain in its just-published Product Support Opportunities Handbook, the second in a series of exclusive studies […]
It’s probably safe to say that by now most dealers have some manner of customer satisfaction program in place, whether as a result of surveys initiated by the […]
