The Myth That Everything Has Changed
Your DMS has been telling you the same thing about repeat customers for the past decade, and you're probably not listening to it the way you should be. Here's ...
The VIP Concierge Program That Actually Works (and the One That Doesn't)
The VIP Concierge Program That Actually Works (and the One That Doesn't) Picture this: it's 7:15 a.m. on a Tuesday, and your service director is fielding a cal...
Customer Loyalty Cards: What's Changed and What Never Should Have
How many of your customers could you identify with certainty as "loyal" right now, without checking a spreadsheet? That's the question that separates dealershi...
The Birthday Call That Used to Matter (And Why It Still Does, Just Differently)
The Birthday Call That Used to Matter (And Why It Still Does, Just Differently) There's a persistent myth in the dealership world that personal birthday and an...
Lost-Soul Re-engagement: What's Changed (And What Absolutely Hasn't)
Most dealerships are sitting on a gold mine of lost customers and doing absolutely nothing about it. You've got hundreds or thousands of people in your database...
Service Reminder Sequences That Actually Get Opens: What's Changed and What Hasn't
Most dealerships are still sending service reminders the same way they did ten years ago. A batch email goes out on Tuesday morning. Maybe a text message follow...
Post-Sale Follow-Up Cadence: What's Changed and What Hasn't in Dealership Customer Retention
Back in the 1980s, dealership follow-up was brutally simple. A service adviser jotted a customer's phone number on a carbon-copy RO, and a few days later, someo...
Dealership Security Camera Policy: What's Changed and What Hasn't
You're sitting in your office reviewing overnight footage from the lot camera, and you're staring at what looks like a 2:47 AM joyride in a customer's trade-in....
Dealership Compliance Calendar 2024: What's Changed and What Hasn't
Most dealer principals and GMs treat their compliance calendar like they treat their truck's oil change schedule: they know they need to do it, they know roughl...
How IT Ticket Triage Actually Works in 2024 (And What's Still Broken)
How IT Ticket Triage Actually Works in 2024 (And What's Still Broken) Back in 1995, when most dealerships ran on a single desktop PC in the finance office and ...
Quarterly Physical Inventory Counts: What's Changed and What Hasn't
The first physical inventory count at a U.S. car dealership happened in 1925, and for nearly a century, the process looked almost identical: you walked the lot ...
Vendor Contract Audits: What's Changed and What Hasn't
You're sitting at your desk on a Tuesday morning, coffee getting cold, staring at a stack of vendor contracts that came through last week. Some of them haven't ...