Why Most Dealers Get OFAC Wrong (And What It Costs You)
Why Most Dealers Get OFAC Wrong (And What It Costs You) In 1966, the U.S. Treasury Department established the Office of Foreign Assets Control to enforce econo...
The Information Silo Problem
Back in the 1980s, car dealerships didn't have BDCs at all. They had a guy named Dave who answered the phone, wrote things down on index cards, and somehow half...
8 Critical Mistakes Dealers Make With Digital Vehicle Health Reports
It's 2 PM on a Tuesday. A customer drops off their 2018 Subaru Outback for a routine service appointment, and your service advisor tells them they'll get a deta...
5 Critical Mistakes Dealers Make With Repeat Customer Identification in the DMS
Your DMS is supposed to know your customers better than they know themselves. So why are your service advisors treating repeat customers like first-time walk-in...
5 Critical Mistakes Dealers Make With Negative Review Recovery
Most Dealers Are Tanking Their Own Review Recovery (Here's Why) You see a one-star review drop into your inbox on a Friday afternoon. A customer rants about th...
Six Loyalty Card Mistakes That Kill Your Customer Retention
Your service advisor hands a loyalty card to a customer leaving the lot. The customer nods, puts it in their pocket, and drives away. Three months later, your t...
Birthday Campaign Mistakes That Tank Your Retention (And How to Fix Them)
Most Dealers Are Leaving Money on the Table With Birthday Outreach You've got thousands of customer records sitting in your database right now, complete with b...
Six Myths About Equity Mining That Are Costing You Thousands
Back in the 1970s, car dealerships operated on a simple model: sell a customer a car, fix it when it broke, and hope they'd come back for the next purchase five...
The NPS Trap: Why Most Dealerships Measure Customer Satisfaction But Don't Improve It
Most dealerships launch an NPS program the same way they launch everything else: with enthusiasm, a spreadsheet, and zero follow-up infrastructure. Then they wo...
The Follow-Up Cadence Mistake Draining Your Dealership's Retention
Eighty percent of dealers are losing money on the back half of the customer lifecycle, and most of them don't even know it. The culprit isn't a service recessi...
6 Critical Mistakes Dealers Make With Security Camera Policy
It's 2 a.m. on a Tuesday, and your service manager is texting the GM about a missing Milwaukee drill set again. You've got cameras in the lot, in the service ba...
You're Missing Deadlines and Nobody Knows It
You're Missing Deadlines and Nobody Knows It Picture this: It's mid-March, and your controller walks into your office with a stack of printouts. Turns out a cr...