Articles & Videos

Anticipating the Dealership of the Future

Oct 7, 2022
3 min

Anticipating the Dealership of the Future

You’ve probably seen the movie trilogy Back to the Future (1985-1989-1991) starring Christopher Lloyd as Dr. Emmett Brown and Michael...

46 views0 comments

Bill Hoeg

Sep 14, 2022
3 min

Customer Centric Culture

Got Engagement?

I often see the lack or fear of delegation when working with dealers. Usually, it’s because the owner/leader is a “Doer” and feels it...

35 views0 comments

What’s the Distance From Your Boardroom to Your Breakroom?

Russ Green

Apr 11, 2022
3 min

Videos & Webinars

What’s the Distance From Your Boardroom to Your Breakroom?

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

164 views0 comments

Leo Johnson

Mar 28, 2022
3 min

A Time to Build Up, A Time to Tear Down

As the line goes from the ‘60’s song by the Byrds, “Turn! Turn! Turn!” - this may be the time for dealers to “Build Up”. We’re talking...

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Execute & Innovate Part 2: Create an Innovation Council

Luke Sheppard

Mar 4, 2022
3 min

Execute & Innovate Part 2: Create an Innovation Council

Sell tractors, fix them, collect the money and innovate. Farm equipment dealerships are not considered the most innovative industry,...

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Execute & Innovate Part 1: 5 Tips for Process Improvement

Luke Sheppard

Jan 30, 2022
3 min

Leadership

Execute & Innovate Part 1: 5 Tips for Process Improvement

“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...

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Challenge for 2022: Build a 2nd Machine Age Dealership

George Russell

Dec 21, 2021
2 min

Leadership

Challenge for 2022: Build a 2nd Machine Age Dealership

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

27 views0 comments

Drive a Culture of T.E.A.M. Work to Stay Customer Centered as Generations Change

Russ Green

Oct 8, 2021
3 min

People & Organization

Drive a Culture of T.E.A.M. Work to Stay Customer Centered as Generations Change

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...

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How Will Your People Take Care of Your Customer? It’s T.E.A.M. (Work)

George Russell

Aug 27, 2021
3 min

Customer Centric Culture

How Will Your People Take Care of Your Customer? It’s T.E.A.M. (Work)

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

32 views0 comments

The Customer-Centric Dealership of 2030?

Jim Henderson

Jul 6, 2021
3 min

Leadership

The Customer-Centric Dealership of 2030?

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

9 views0 comments

7 Step Customer Service Process — Creating the Right Culture & Attitudes

Daniel Surprenant

May 30, 2021
3 min

People & Organization

7 Step Customer Service Process — Creating the Right Culture & Attitudes

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

11 views0 comments

George Russell

Mar 26, 2021
3 min

Best Practices

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...

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Focus on Satisfied Customers, Not Customer Satisfaction

Bill Mayes

Jan 28, 2021
5 min

Customer Centric Culture

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...

11 views0 comments

Robust Marketing Process Drives Segment Sales

George Russell

Oct 11, 2020
2 min

Sales & Marketing

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...

5 views0 comments

Good to Great Dealership Flywheel Spoke #4 - Build a Dealership that Sells Solutions and Earns Trust

George Russell

Sep 1, 2020
3 min

Good to Great Dealership Flywheel Spoke #4 - Build a Dealership that Sells Solutions and Earns Trust

How your entire dealership hears and serves the customer is at the core of the 4th spoke of the flywheel. Dealerships that are built with...

5 views0 comments

Leveraging Technology Assessing Technology as a Force Multiplier

George Russell

Jun 30, 2020
2 min

Leveraging Technology Assessing Technology as a Force Multiplier

Technology is a “Force Multiplier” for your dealership. The force multiplier concept comes from the military but to explain it simply,...

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Build a Strong Culture & Leverage Vital Processes

George Russell

Mar 27, 2020
3 min

Build a Strong Culture & Leverage Vital Processes

“Culture eats strategy for breakfast” — a quote attributed to management guru Peter Drucker defines the core idea of this spoke. The best...

8 views0 comments

George Russell

Feb 28, 2020
3 min

Invest to Grow: High Absorption

Absorption is simple to calculate, but to understand its “Good to Great” power in a dealership is complicated. Absorption is both a...

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George Russell

Feb 7, 2020
3 min

Leveraging the New to Used Cascade

What is the New to Used Cascade and why is it important as the first spoke to describe in the Good to Great Dealership Flywheel? There...

6 views0 comments

From Good to Great – The Sustainable Dealership Flywheel

George Russell

Dec 25, 2019
3 min

From Good to Great – The Sustainable Dealership Flywheel

What makes a dealership good? And what does it take to move a dealership from good to great? These questions are our subject for this...

6 views0 comments