The automotive world can learn a lot from how other industries consistently deliver amazing guest experiences. Six years into my career, I made a significant pivot—from Xerox and the world of office printers to automotive when I joined the …
Government policies and economic twists and turns are disrupting our industry. If you are a dealer and are looking at the title of my column for this month you might be thinking that I have got the wrong end of …
Showing customers how used vehicles are appraised can help avoid negative experiences. For both customers and Sales Consultants alike, the final presentation and discussion of the trade-in appraisal number is often the most awkward, nerve-wracking and contentious part of the …
More consumers are struggling with debt and higher interest rates. There are still ways to help them find the credit they need. In the automotive industry we know that shift happens. Our economy is skidding into uncertain times and many …
As the industry returns to a more normal state, dealers will have to adapt and adopt some of the best practices from the pandemic. As we move past the midway point of 2023, it’s important to take stock of how …
Words for the wise as dealers navigate the murky waters ahead. As I was driving to a meeting this morning and listening to Squawk Box on CNBC, they were discussing the current state of the economy and what could lie …
Greater scrutiny means dealers need to remain vigilant about complying with financial services regulations The regulatory environment for Financial Services in the automotive industry is always in a state of evolution. Regulators conduct market research and respond to customer complaints …
The new battleground for success is providing an unrivalled customer experience. But what does that really mean? The terms “customer service” and “customer experience” are commonly used interchangeably. There are, however, key differences between the two, and offering great customer …
Sharing secrets to career success in the C-suite for automotive executives. Dealerships are complex organizations. Success factors are constantly changing so it’s important that your executive team is nimble and well rounded. They must be adaptable and have strong problem-solving …
They might already be working for you but you just don’t see them. How do we know if our workshops are working at their maximum? Stand up, walk to the service manager and ask them: What was our shop productivity …
Auto dealers who evolve, have a different, but bright future. In 2019, Forbes magazine offered one of the best descriptions of disruption I’ve read: “Disruption is rarely invited… it is almost always forced on us, particularly in a mature industry, …
Interest rate hikes caught some by surprise. Here’s what’s behind it. In June, the Bank of Canada announced that it had increased the target for the overnight interest rate to 4.75 per cent. This may come as a surprise for many Canadians, …
