We all have iPhones today, iPads, laptops, communicating devices of all forms, shapes and sizes. They are great for looking at data, I even like them myself. What I have found is that they are even better for helping you in training your people. They

Over the past three months I have been spending hours working with as many dealer principals as possible. The purpose was simple, to discover what separates great dealerships from mediocre ones. In the end the answer was abnormally obvious — the pe

Recently, I wrote a blog article about Disney’s approach to customer service that was received with much enthusiasm. I’m personally a fan of Disney business practices and strategies and have attended their programs. I also encourage all of my emp

During my training seminars all over North America, regardless of whether I am working with Salespeople, Managers or Dealers, one question usually comes up at some time during the program: Why are Customers so defensive? Anyone in this business who h

There are quite a few dealer website plug-ins designed to generate leads, but on many websites, how they are implemented, hampers the power of these tools. With a great call to action and by closely following the third party’s installation instruct

The most vulnerable capital in a new car dealership today is tied up in the pre-owned department. The opportunity for profit is one of the highest return on investment of any commodity offered on the market anywhere in the world. You have a sixty fou

Time after time as I speak to dealers, GMs, sales managers and fixed ops directors about customer relations, the phrase I am hearing is, “customers want to know we care.” When I hear about it, this is what I think customers are telling their deal

“Loyd! It’s good to hear from you. I look forward to seeing you next week. I just wanted to speak with you on the phone before our meeting so you can be prepared for our hot topic. We are looking at buying another store.” “OK,” I responded