Articles & Videos

Remember when your dealership was a stand-alone operation? The distance from your boardroom to the breakroom was measured in feet. Now ...

“We sell tractors. We fix them. We collect the money.” This was the insight I received from a seasoned iron peddler upon my first visit...

Rapid changes create both risk and opportunity. Your dealership is impacted by big changes in technology, the workforce and higher...

How will your people take care of your customer? It’s T.E.A.M.-Work!” This was the title of last month’s Leadership Lesson that linked...

Here is the inescapable reality: your front-line employees are the direct link between your company and your customers. To achieve your...

When you look at a dealership website today, what does a customer see? They see sections for equipment (new & used), parts, service,...

Successful businesses of the future will need to rely on solid customer service processes. In an industry where relationships still...

Can fishing help you appreciate the value of customer retention? If you’re “just fishin’,” catch and release is OK. But if you want to...

We begin the 12th year of writing this column and look forward to the theme of Creating a Customer Centric Culture. With almost 100...

The fifth spoke in the upper right completes the Good to Great Flywheel — “Building your dealership brand with all segments” by employing...