How Top-Performing Dealers Handle Lost-Customer Recovery Scripts
How many customers have you permanently lost because your dealership didn't have a real plan to win them back? Most dealers don't track this number. That's the...
How Top-Performing Dealers Use Customer Portals to Drive Retention and CSI
Sixty-three percent of service customers will switch dealerships within two years if they can't easily access their service history online. That's not a statist...
How Top-Performing Dealers Benchmark Mobile App Engagement Metrics
The first mobile app for car dealerships launched in 2008. It was basically a vehicle inventory browser with a callback button. Today, that same dealership woul...
How Top-Performing Dealers Handle Annual Ownership Anniversary Outreach
In 1952, the first customer loyalty card appeared at a supermarket in Queens, New York. A stamp for each purchase, a free item after ten stamps. It was crude by...
How Top-Performing Dealers Handle Text-Based Service Check-Ins
How many service reminders does your dealership send each month that never get opened, much less answered? This is the quiet killer of customer retention that ...
How Top-Performing Dealers Scale Employee Referral Bonus Programs
The Employee Referral Bonus Trap: Why Most Dealerships Get It Wrong Your service director mentions a promising technician she knows. Your GM hears about a shar...
How Top-Performing Dealers Handle Succession Planning for Family Dealerships
The Succession Plan Nobody Wants to Talk About (But Should) According to the Family Business Institute, roughly 70% of family dealerships fail to survive the t...
The Dealership Acquisition Playbook: What Top Performers Do Differently
The Dealership Acquisition Playbook: What Top Performers Do Differently You've just signed the papers on an acquisition. The seller's shaken your hand, the leg...
How Top-Performing Dealers Handle Dealership Expansion Site Selection
Are You Picking Your Next Location Based on Real Data, or Just a Hunch? Most dealers expand because they see an empty lot in a growing neighborhood. A competit...
The Hiring Playbook Nobody Talks About: Why Your Best GMs Are Watching the Clock
The Hiring Playbook Nobody Talks About: Why Your Best GMs Are Watching the Clock Back in 1988, when the average car deal took three hours and the internet was ...
Why Dealerships Get This Wrong
Most dealerships handle PTO the same way they've always handled it: a vague employee handbook rule, inconsistent enforcement, and a service manager scrambling e...
How Top-Performing Dealers Handle Drug Testing Policy: What Sets Them Apart
According to the National Safety Council, nearly 70% of substance abuse incidents in the workplace go undetected because dealerships either lack formal screenin...