The Privacy Notice Update That's Increasing Your Legal Risk
Your privacy notice is probably fine. Or is it? Here's the contrarian truth that most dealership consultants won't tell you: the routine, checkbox compliance a...
The OFAC Screening Myth Every Dealer Needs to Hear
Back in 2001, after the terrorist attacks of September 11th, the U.S. Treasury Department's Office of Foreign Assets Control began enforcing sanctions screening...
Reg B Notification Tracking: Why Your Compliance System Probably Isn't Good Enough
It's 2 p.m. on a Tuesday, and your compliance officer just flagged a notification email that went out three days ago without the required Regulation B disclosur...
The BDC Escalation Path Most Dealerships Get Wrong
Your BDC is burning out your customers before they even walk onto the lot. And most dealerships are doing it intentionally. The standard playbook says this: cu...
Digital Vehicle Health Reports Might Be Tanking Your CSI (Here's Why)
You've probably watched it happen a dozen times: a customer drops off their 2015 Toyota Camry for an oil change, and before they even leave the lot, your servic...
The Contrarian Take on Repeat Customers: It's Not a Marketing Problem, It's a Visibility Problem
The first repeat-customer loyalty program in America launched in 1981, when American Airlines created the AAdvantage frequent flyer program. Within a decade, ev...
Stop Chasing Negative Reviews: Why Review Recovery Outreach Is Wasting Your Time
Back in 1995, when most dealerships still managed customer records in filing cabinets and Rolodex cards, a negative review didn't follow you home. It stayed in ...
Loyalty Cards Don't Build Loyalty: The Contrarian Take Your Service Director Needs to Hear
Here's the uncomfortable truth: 61% of dealerships with loyalty card programs report no measurable improvement in customer retention. Yet they keep printing the...
The Equity Mining Trap: Why Aggressive Campaigns Hurt Your Dealership
The Equity Mining Trap: Why Most Dealerships Are Leaving Money on the Table (and It's Not What You Think) Most dealership leaders are approaching equity mining...
Why Your Lost-Soul Re-Engagement Campaign Is Probably a Waste of Time (And What Actually Works)
Why Your Lost-Soul Re-Engagement Campaign Is Probably a Waste of Time (And What Actually Works) In 1927, Ford stopped making the Model T. Just like that, they ...
Your NPS Program Is Probably Hurting Your Retention (And Here's Why)
Your NPS program is probably doing more damage to customer relationships than it's building. You've spent months implementing it, trained your team on the surve...
Your Service Reminder Open Rate Is Killing Your NPS (And You Don't Know It)
Your service reminder sequence is probably annoying your best customers, and you don't even know it. Everyone knows that higher open rates feel good. They show ...