How to Hold on to Front-End Gross and Improve the Overall Health of your Dealership | Consistent Repair Updates Make for a Better Customer Experience | Effective Ways to Address Difficult Customers

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Today on CBTNews.com – Monday, January 28th, 2019:

newscastHow to Hold on to Front-End Gross and Improve the Overall Health of your Dealership – Brian Benstock, Paragon Honda
Dealers across the country have felt the pressure to hold on to front-end gross as margin compression continues to be a persistent issue. Here to tell us how you can increase profits and improve the overall health of your dealership is Brian Benstock, partner GM, and VP at Paragon Honda. Today, Jim and Brian also discuss operating successfully within the digital environment, as well as hiring and motivating talented staff. Watch Now

newscastConsistent Repair Updates Make for a Better Customer Experience
Generally speaking, customers don’t like visiting an auto repair facility. At best it means taking time out of a busy day for routine maintenance, and at worst it means costly repairs, and going without a vehicle until the repair is completed. At the outset, the cards are stacked against a positive customer experience. That is not to say these obstacles cannot be overcome. Many dealership service departments have glowing reviews and a satisfied customer base. So, how is this accomplished? Read More

newscastEffective Ways to Address Difficult Customers
If you have worked in the Service Drive for, let’s say, 15 minutes or longer you probably understand that there is a fair share of difficult customers you will encounter. But let’s remember being a Service Advisor, Service Manager or other customer facing person in Service requires that we treat every interaction as a chance to connect with that customer on a personal level. Service Advising is INTERACTIONAL not just transactional. People have to LIKE you to be really effective. In fact, some of my most difficult customers turned into raving fans and ended up being my BEST customers. Read More

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