What is your dealership’s product?

What is your dealership’s product?

Our manufacturers and vendors can answer this question easily about their own businesses, but can the dealers? A product is a “thing produced by labor or effort. “A “thing” isn’t always something physically tangible. Before we jump into digital retailing, let’s...
Email is your biggest loss of business

Email is your biggest loss of business

We’ve always known about our phone answering problems, but I rarely hear anyone talk about what we’re saying to customers via car dealer email. Did you know that you can measure all sorts of things around email marketing and email responses to discover who is doing it...
Oh no. I’m a customer.

Oh no. I’m a customer.

If one were to ask me what was the biggest life-changing event I’ve experienced I’m not sure I could say it was meeting my better half. Although she is certainly life changing, she wouldn’t have happened if it weren’t for me becoming a car dealership customer. I was...
Are you a horse trader?

Are you a horse trader?

Are you a horse trader or a retailer? That’s a weird question isn’t it? During our first days on the lot our manager didn’t give us a history lesson on the car business. He taught us how to follow the road to a sale and maximize profit. And maybe he, himself, didn’t...
Internet vs. Floor volume 57

Internet vs. Floor volume 57

This is a rant. It pisses me off to still see the sales floor referring to Internet customers and forms from the website as “Internet Department” things.  When you still hear sales agents say “oh, that’s the Internet department” you know we have a problem. C’mon,...