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 ...
The Contrarian Case Against Your Follow-Up Cadence
Back in the 1950s, car dealers would literally knock on customers' doors. No phone call first, no appointment scheduling. A salesman would show up Saturday morn...
The Dealership Security Camera Trap: Why Surveillance Doesn't Fix Your Real Problems
You've got security cameras on every inch of your lot, showroom, and service bays. Your GM installed them five years ago. The coverage is comprehensive. And yet...
Why Your Month-End Checklist Is Making Things Worse (And What to Do Instead)
According to a 2023 Cox Automotive report, 67% of dealership managers admit they're running month-end close on spreadsheets and manual checklists. That number s...
Stop Following Your Dealership Compliance Calendar Like It's Gospel
Stop Following Your Compliance Calendar Like It's Gospel You're staring at your dealership compliance calendar right now. The one from your association, your l...
Insurance and Bonding Reviews Aren't Compliance—They're Operational Strategy
Most dealership GMs and dealer principals spend roughly 15 minutes a year thinking about insurance and bonding reviews. They dutifully renew the policies, maybe...
Stop Optimizing IT Triage. Fix Your Technology Stack Instead.
Most dealerships treat IT ticket triage like a hospital emergency room: urgent tickets get bumped to the front, everything else stacks up, and whoever yells the...
Why Most Dealerships Should Ditch Quarterly Inventory Counts
About 73% of dealership groups still conduct full physical inventory counts at least once a quarter. If you're one of them, you're probably burning hours of lab...