The automotive service...
Enhancing the Customer Experience: Be Nice!
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A Service Process that Actually Makes Money… Right Now!
Dealerships have a...
Seeing Is Believing: Video MPI Increases Service Sales!
By Charlie Polston, Automotive Customer Retention and Profitability Consultant, BG Products, Inc. Do you remember the game “telephone” we used to...
Every Service Department Should Have a Salesperson Running It!
By Charlie Polston, Automotive Customer Retention & Profitability Consultant, BG Products, Inc. “Every service department should have a salesman...
Seasons of Opportunities
By Charlie Polston, Automotive Customer Retention & Profitability Consultant, BG Products, Inc. The holiday season is a wonderful time to...
Tatton Manning: A True Patriot!
By Charlie Polston, Automotive Customer Retention & Profitability Consultant, BG Products Inc. Tatton Manning of Patriot Auto bought the group’s...
Units in Operation: I Have Good News and Bad News…
The decline in new car sales that began in 2008 had a predictable outcome: less late-model vehicles on the road and on the service drive. The bad...
Quality, Value and Relationships: We Have a Problem!
Automotive manufacturers have been sending out customer satisfaction surveys to vehicle owners for decades. These “How did we do?” questionnaires...
Older Vehicles with Higher Mileage… And More of ‘Em, Wow!
Every year the number of higher mileage older vehicles increases. And every year dealership service departments lose more market share. Vehicle...
Why do You Work So Hard Chasing 2 ½% Gross While Ignoring 70% Gross?
Breaking News: You take more money to the bank grossing $0.70 per dollar than you do grossing $0.02½ per dollar! According to the NADA DATA report...