In part 1 of this series, we shared the 2019 WEDA Inventory Study findings of current comfort levels, dealership equipment turnover, number of used units in a series and, if new unit sales levels are sustainable. In part 2, we will dig into historical sales of...
Corporate accountability is a FACT when monitoring the technical performance of the dealership, but mostly FICTION when applied to people performance. The ironic fact is that people drive the success of a dealership so it just makes good sense to apply accountability...
Service financial and performance tracking can be confusing for service managers and technicians. Some systems use different terminology, such as revenue recovery, charge-out efficiency, or service recovery that can also cause additional confusion. In this edition of...
WHAT ARE HEALTHY AND SENSIBLE annual North American combine/4WD replacement requirements? The large agriculture equipment industry is in a period of correction. Farm revenues are down. Historic crop pricing charts indicate more years of lower crop prices. Dealerships...
Everybody talks about customer service for the obvious reason that you need customer loyalty to support your dealership. The looming question is: Do you really know what customer service might mean? This article is going to introduce you to the psychological...
ALL OF US have the potential to be better tomorrow than what we are today, but that transformation doesn’t happen automatically. Consequently, there are categorical tragedies. One tragedy is those who DON’T REALIZE the potential waiting in their bodies to be...
In a recent customer satisfaction survey, 73 percent of customers said they didn’t give up on a company because of poor product quality, poor service, or price. They took their business elsewhere because they didn’t feel appreciated. Many believe customer service and...
THIS TITLE is not an oxymoron. I’m writing this article for two critical reasons: First, feedback is required for us to improve performance. Second, most supervisors cringe at the thought of providing performance feedback to employees. And it gets worse. I’ve talked...
Last fall at a national dealers’ meeting, a manufacturer announced that its dealer network would be reimbursed for warranty service travel expenses. The reimbursement will be for service truck fees or mileage when a technician is traveling to a warranty service job....
As many of you know, time is one of our most precious and expensive resources. Calculate how much it costs the dealership to keep you employed per hour. Then do the same to determine the cost to run the dealership per hour. Research suggests that we lose 25 – 30...
HAVING BEEN PRIVY to many dealers’ thoughts and beliefs about peer groups, I thought it was time to chime in on the pros and cons of being in a group. In my role as a consultant and trainer, which includes facilitating peer groups, it is apparent there is a...
“A successful dealership is like a successful sports team – not only should the manager be keeping his/her eye on the ball, but so should each team member.” The above is from Kelly Mathison’s article in the 2018 spring edition of Western Equipment Dealer and it’s...
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