Training Your Team on Reg B Notification Tracking Without Losing a Week
Seventy-three percent of dealerships can't accurately tell you which customers received Reg B privacy notices in the last 30 days. That's not a guess. That's w...
Training Your Team on Post-Service Survey Follow-Ups Without Losing a Week
Back in 1993, Ford Motor Company quietly started tracking what customers thought about their service experience. They called it CSI: Customer Service Index. Wit...
Train Your Team on Customer Portals in Four Days Without Losing Service Productivity
Your Team is Avoiding the Customer Portal, and That's Costing You CSI Points Let's be honest: your technicians didn't sign up to be software trainers, and your...
Train Your Team on Mobile App Metrics in 3 Days (Not a Week)
Most dealerships treat mobile app adoption like a software vendor rollout. Download the app, here's a password, now go use it. Three weeks later, half your team...
Training Your Team on Anniversary Outreach Without Losing a Week
Back in 1952, the average car owner kept their vehicle for about 5 years. Today, with better engineering and extended warranties, that number has climbed closer...
Train Your Team on the Welcome Call: Capture Customers Within 24 Hours (Not Seven Days)
Most dealerships waste their best retention opportunity by waiting five to seven days to contact a customer after they drive off the lot. That's not strategy—th...
Training Your Team on Text-Based Service Check-Ins Without Losing a Week
You know that moment when a customer drops off their car on a Monday and nobody texts them until Friday—if they get contacted at all? By then they've already de...
Why Most Escalation Paths Fail
Your BDC just lost a customer over a scheduling complaint that should have been solved in 15 minutes. It's Tuesday morning. By Friday, that customer has left tw...
Train Your Team on Digital Vehicle Health Reports in 3 Days, Not a Week
Forty-three percent of service customers say they'd return to a dealership if they understood what work actually needs doing on their vehicle. That's a staggeri...
Training Your Team on Review Recovery Outreach Without Losing a Week
Forty-seven percent of dealership service teams don't have a documented process for responding to negative online reviews. Not a great process. A documented pro...
Train Your Team on VIP Concierge Service Without Losing a Week
Imagine you're a service director at a mid-size dealership in the Boston area. It's Tuesday morning, and you've got 47 vehicles on the lot waiting for work, thr...
Training Your Team on Customer Loyalty Cards Without Losing a Week
It's Tuesday morning. Your service director walks into your office and drops a printed memo on your desk about rolling out a new loyalty card program. "We'll br...