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This week's article is a guest post from veteran automotive customer experience expert, Laurie Down. She is the person who made all our customers happy at Beverly Hills BMW (ask anyone who worked with her). Since 1994, Laurie's been a driving force in service departments, expertly juggling roles as manager, service advisor, and customer relations specialist - sometimes all of those three at …
Continue Reading about Customers Just Want to Go “Where Everybody Knows Your Name” →
I've basically been a car dealership controller or CFO my whole life. I've worked every job in the car business (except technician), and I've been the leader of my own business for many years, but I've always looked at all business strategy through the lens of a CFO - someone who knows accounting and financials but also provides leadership and operational strategies to protect the organization …
Continue Reading about Driving Blind: The Shortage of Seasoned Car Dealership Controllers →
During my first years in the car business, I wore a lot of hats in each job position I had. The one thing I learned early is that the accounting office staff are often the clean up crew when several types of problems arise. There are still systems and procedure hiccups that happen today, but thanks to technology and automation they are fewer in number. This CDK cyber attack is on a whole …
Continue Reading about The CDK Cyber Attack Recovery Will Fall Squarely on The Accounting Office →
The car business is a high stakes gambit. The average consumer believes manufacturers just build cars and dealers sell them - simple as that. But it's actually a complex franchise system with millions of moving parts that are difficult to control. From every manufacturer and supplier, to the dealers, their managers and team members, it'a giant machine with not much wiggle room between breakeven …
Continue Reading about Breakdown and Breakeven: Let’s Talk About Dealership Profitability →
