Tag: magazine-management

Identify the kind of customer experience you want, and let procedures, hiring and training drive it. BY GLENN PASCH The word “culture” gets thrown around...

Explain your issues in writing and get them in your file. BY JON MCKENNA Suppose your nameplate manufacturer is calculating your dealership’s average market share,...

Find a quality business development manager who will train and closely watch the BDC staff. BY MIKE HAEG In analyzing more than 300 dealerships’ phone processes,...

What you can do to narrow the ‘knowing – doing’ gap when implementing change in your dealership. BY TOM KUKLA “When you are through changing, you...