Harvard Business Review reported that the number one complaint among customers is the absence of follow-up. As a result, 65% of customers are likely to speak poorly of a company and 48% will repeat their frustration to at least 10 people they know. A

As the renowned science fiction author Isaac Asimov famously put it, “Today’s science fiction is tomorrow’s science fact.” That statement is certainly playing out in the field of artificial intelligence. After being featured for years in scie

If your F&I team operates on all cylinders, chances are they have created an F&I culture within your store. This type of culture is one where  salespeople and sales managers are supportive of their efforts and customers see great value in F&

In this competitive auto retail space, salespeople have the potential to earn six to seven-figure income — a compelling reason why many individuals from diverse backgrounds enter into the industry. However, success selling cars does not depend

It’s our conversations that shape our results. We live in the Age of the Consumer, and it takes more than a just good price and a good product to win. Today, it’s the way you treat each customer, and the way you communicate your value, that matte

The primary purpose of a professional service advisor is to sell service, or as Scott Russeau puts it, “inspire your guest to invest!” Earlier this year, I attended one of Russeau’s energy-packed workshops. (Okay, it wasn’t a workshop as much

Picture the following scenario: you check your dealership’s monthly ad performance and notice an increase in clicks on one of your campaigns. Great news, right? Maybe. But what if it turned out that customers were clicking those ads after making a

With the increase of consumer preference to use online channels for communication, it’s crucial to devote attention to who might be best equipped to handle these valuable customer relationships. Today’s social media is marketing, PR, sales, a

I remember when I had to wear a tie every day for business. I bought a lot of ties because every year the fashion gurus in concert with the manufacturers would change the size of the tie and who wants to look out of step with style, right? But an old