Blog

Be Amazing

Most productive people set goals for themselves they want to achieve. No matter what position you hold in life at some point customer care comes into play. Customers can be irritated and rude to anyone attempting to take care of them. Many trainers spend a lot of time working with employees on ways to overcome […]

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The Great Advisor

Recently I was training an advisor that told me he wants to be great. It challenged my thinking so I thought it would be interesting to write down some thoughts on being a great advisor. Most would say this is a numbers business and great would mean incredible numbers. The most common question I receive […]

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Read the Directions

Many things today require assembly when you buy them and include a package of individual parts such as nuts and bolts. Included in this package is printed information call directions that give step-by-step assembly instructions that should produce the assembled product without much effort. Recently I purchased some outdoor chairs with a table well-placed in […]

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The Real Parts Profit

Most dealers are bottom line performance individuals and start there when reviewing a financial statement. Parts Departments have some interesting considerations that should be understood when reviewing their financial performance. Many dealerships don’t utilize G&A accounting that separates General Management, Dealer, and office personnel into a separate account. I prefer this separation when analyzing the […]

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Become Bulletproof

New car sales across the country have been declining with many dealerships starting to feel the heat from sales departments seeing reduced performance. Fixed operations have become critical and dealerships look for ways to improve returns from their service, parts, and body shops. The fact is, I believe fixed operations are critical in good times […]

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Complaint Department

Recently I was at a grocery store deli to pick up my wife’s favorite cheese and learned a lesson about customer care and complaints. There was one employee in the Department cleaning the sink and a customer was patiently waiting ahead of me. I asked if she had been helped yet which caught the attention […]

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Keep Going

As our company Fixed Performance enters into its 15th year helping dealerships improve their fixed operations as its founder I have to reminisce. I recall starting out without a single client and no recognition to having a wait list and traveling around on a private plane for my visits. Nobody in the car business can […]

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Williams Texaco

When I was a kid growing up in Wooster Ohio, my father always fueled up his car at Williams Texaco. The station was right down the street from where we lived and it had service, I am willing to bet most dealerships would love to have. We would always be greeted at the pump promptly […]

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Unanswered Questions

It doesn’t matter if you are in management or a staff member on a team so many have unanswered questions. One example of is a large majority of general managers for car dealerships come from a sales background. They are experts when it comes to selling cars and are very good at their trade. However, […]

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Recruiting Technicians

Finding and retaining quality technicians has become an issue across the country with an immediate need for over 30,000 additional positions available. The amount of new technicians going into the field is low while technicians leaving or retiring is growing dramatically. Technician recruitment has become critical with shops scheduling customers further into the future with […]

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