Equipment dealership showrooms have come a long way in the past 15 years. During the most recent “boom years,” many new facilities have been built with attention focused on the showroom and display areas. Kudos to dealers who have paid attention to the details to...
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...
Gordon Ramsay of the television show Kitchen Nightmares exposes some of the worst restaurant practices, leadership skills, and building conditions. Unfortunately, many dealerships are cooking up and serving as many unproductive activities and images as those seen on...
WRITER’S NOTE: I began drafting this article while staying at a hotel on Super Bowl Sunday. While that was a few months ago, I thought I’d share some events leading up to the game that are as relevant today as they were back in February. Wanting to watch the game, I...
Beyond a receptionist, few people in a dealership stand to have more contact with customers than service technicians. “So much of a dealership’s reputation centers on how well service technicians perform their jobs and interact with customers,” says Jim Facente, a...