I've managed a lot of people in all kinds of dealerships over the years. The sales floor is a competitive environment filled with stressors, and each salesperson handles their stress differently. It's the responsibility of management to provide guardrails on certain behaviors while still fostering a healthy, motivated team effort in delivering excellent customer experience. I've had times where …
KRUSE CONTROL BLOG
Transforming Accounting: From Cost Center to Crucial Asset in Dealerships
Throughout my retail career, I've witnessed a common misconception: labeling the dealership accounting office as a 'cost center.' This oversimplified view of categorizing departments as either revenue-generating or cost centers fails to capture the true complexity of a dealership's operations. There are two primary strategies at work when a dealership makes money: Generate revenue through …
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Cash Crunch, Tax Bills and How a Controller Can Put a Dealer in Hot Water
Over the last 25+ years, I've seen some unbelievable things when it comes to dealership finances. One day, I will write a book but until then, I'll just keep sharing ways to avoid these scary and often costly situations by implementing simple protocols when it comes to money and the people who handle it. I spoke at the NIADA (The National Independent Automobile Dealers Association) convention …
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Customers Just Want to Go “Where Everybody Knows Your Name”
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 …
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