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Features

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The most important aspect of growing customer loyalty is a leadership style that combines humility with a passion for great customer experience. A leadership style of humility means that you never take customer loyalty for granted.
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Always work the RO as the jobs are completed. Waiting until multiple jobs are done, and then working an RO, creates measurement and tracking problems in the interim.
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Tracking the service department’s effective labor rate can offer valuable insights, but only if managers understand how the ELR is being calculated. Once the ELR is properly identified, the management team should look for areas to improve upon.
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Ideally each department would work together for common dealership goals. But conflict arises when we are trying to do our different jobs in sales, service, parts and accessories. So, it’s up to management to use each squabble as an opportunity to strengthen the internal processes.
The Suttons
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In recognition of the Great Recession’s impact upon dealerships, now 10 years in the rearview mirror, RV PRO sought out dealers who survived the economic downturn to find out how it impacted their respective businesses, to chronicle their strategies for staying in business and to share their success stories.
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There’s a better solution than throwing advertising dollars at different marketing channels. Call tracking provides real data to take away the guesswork.
happy customers
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There is a real opportunity currently to positively impact customer satisfaction, but it will take a coordinated effort from OEMs and dealers. 
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Great coaches become great by using past player mistakes to refine current player skill. Great coaches encourage players not to fear making mistakes. Mistakes are our best opportunity to learn.
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In a retail operation, prospects and even suspects, may walk into your sales center. The difficulty then becomes focusing your sales teams to ask the right questions to quickly move the leads into the right path, so that their time can best be spent with qualified leads and buyers.
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Training of all dealership personnel is crucial if you intend to succeed in this industry. You wouldn’t think dealers would put an inexperienced sales person on the sales lot by themselves, yet I have seen this time and time again.

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