The Dealer's Playbook for Consumer Complaint Response: Build Defensible Compliance Now
How Many Customer Complaints Are Actually Making It to Your Compliance File? Here's a question that keeps compliance officers up at night: when a customer call...
The Dealer's Playbook for Commercial Vehicle Weight-Class Documentation Compliance
The Federal Trade Commission's Safeguards Rule has been updated twice since its inception in 2000, and dealers still get it wrong. The latest iteration, which t...
The Dealer's Playbook for State Emissions Program Participation
The Dealer's Playbook for State Emissions Program Participation According to the National Association of Attorneys General, over 60% of participating dealers i...
The Dealer's Playbook for Employment I-9 Compliance: Protect Your License and Avoid FTC Scrutiny
The One Compliance Mistake That Could Cost You Your Dealer License Back in 1986, the Immigration Reform and Control Act became law. It required employers acros...
The Dealer's Playbook for AML Reporting Thresholds: Compliance Without the Chaos
Why Your Dealership's AML Program Isn't Optional (And What to Do About It) The first anti-money laundering law in the U.S. came down in 1970, born from a simpl...
The Dealer's Playbook for Lost-Customer Recovery: A Three-Touch Framework That Works
Nearly 40% of service customers who haven't visited a dealership in 18 months are gone for good—but not because the work was bad. They've simply drifted. A miss...
The Dealer's Playbook for Service History Customer Portals That Actually Drive Retention
Why Most Dealerships Are Leaving Money on the Table With Service History Sixty-three percent of service customers can't access their own maintenance records on...
The Dealer's Playbook for Mobile App Engagement Metrics That Actually Drive Service Revenue
Are Your Mobile App Users Ghosts, or Are They Actually Coming Back? Here's a tough question most service directors won't ask themselves: if you've built a mobi...
The Dealership Welcome Call Playbook: Building Loyalty Before the Customer Leaves the Lot
The first dealership in the United States to systematically call every customer within 24 hours of purchase was a small Chevy shop in rural Ohio back in 1987. T...
The Dealer's Playbook for Employee Referral Bonuses That Scale
Back in 1988, a Toyota dealership in Southern California started something that sounds quaint now. They hung a poster in the service bay offering $500 to any em...
The Dealer's Playbook for 20-Group Participation: From Attendance to Action
How Many Dealers Are Actually Getting ROI From Their 20-Group Membership? You're paying $8,000 to $15,000 a year to sit in a conference room with 19 other fran...
The Dealer's Playbook for Acquiring an Existing Dealership
Most dealership acquisitions fail because the buyer spends all their energy on the financial engineering and almost none on operational integration. You get the...