Articles & Videos

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...

May 30, 20213 min read

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...

Mar 26, 20213 min read

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

Jan 28, 20215 min read

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

Oct 11, 20202 min read

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...

Aug 31, 20203 min read

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

Jun 29, 20202 min read

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

Mar 26, 20203 min read

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

Feb 28, 20203 min read

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...

Feb 7, 20203 min read

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...

Dec 25, 20193 min read