Articles & Videos

Think Like a Pilot for Stability & Sustainability

The Leadership Lessons theme for 2023 is how to build stable and sustainable dealerships that adapt to accelerating change. The...

Catch & Release or Catch & Keep

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...

Focus on Satisfied Customers, Not Customer Satisfaction

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

Robust Marketing Process Drives Segment Sales

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