They are coming in scared. They are wearing gloves. They are wearing masks. For the first time in history, they aren’t stealing our pens! In fact, they are bringing in their own. We are all in similar situations. We are interacting with customers in a very different fashion than we are used to. The playing field has once again been leveled. We have a tremendous amount of common … [Read more...] about Conquering the Corona!
customer experience
In the Quiet, Listening Becomes Easier
Many of us lived through the 2008-2009 recession. For those of us that were in some of the hardest-hit industries like real estate, banking, or automotive, we emerged with a different sense of how to navigate life. The impact of COVID-19 will be exponential when compared to the 2008/09 recession. Instead of only a handful of industries being hardest hit, this time around … [Read more...] about In the Quiet, Listening Becomes Easier
Modernize Your Website: Treat New Cars Like The Commodity Product They Are
New cars have all the signature marks of a commodity product: a 2020 black Corolla LE is the same regardless of the dealership you buy it from. While your experience at each dealership and the subsequent service may be different, the actual product is always the same. On the other hand, a 2016 pre-owned black Corolla LE is unique, as the mileage, condition, and history of that … [Read more...] about Modernize Your Website: Treat New Cars Like The Commodity Product They Are
Service Waiters: The Overlooked Audience
When I enter a new showroom for the first time, it’s never long before I make my way over to the service waiting area. You can tell a lot about a dealership by their service waiting area, and I get a kick out of most of them. I remember the old school waiting areas that flaunted a circle of plastic chairs around a small television, and a table off to the side with an old … [Read more...] about Service Waiters: The Overlooked Audience
The Future of Auto Retail—A Future Perspective
What will be the business model and value of dealers in the future? In order to get a perspective on the future of auto retailing, we must first be clear on the definition and elements of retailing today and going forward. “Retail” is not merely the in-store experience or the physical presence of a brick-and-mortar dealership. It is more than just the online shopping … [Read more...] about The Future of Auto Retail—A Future Perspective