Prepaid Maintenance Programs: What's Actually Changed Since 2015
How many of your F&I managers are still selling prepaid maintenance programs the same way they did in 2015? If the answer is "all of them," you're probably lea...
Soft-Pull to Hard-Pull Credit Workflow: What's Changed (and What Dealers Get Wrong)
Sixty-eight percent of F&I managers say their credit-pull workflow has gotten more complicated in the past 18 months. That's not because the rules changed drama...
Dealer Participation Rates Across Lenders: What Actually Changed (And What Didn't)
The Biggest Myth About Dealer Participation Rates? That They've Actually Changed Here's the take nobody wants to hear: your participation rates probably haven'...
The Lost-Customer Recovery Script: What's Changed and What Hasn't
Here's a fact that should keep you up at night: dealerships lose somewhere between 15% and 25% of their service customer base every single year, even when there...
Dealership Mobile App Engagement: What's Actually Changed in Customer Retention
Forty-three percent of dealership customers never open the mobile app their dealer sent them. Not even once. That number hasn't budged in three years. And if y...
Building an SOP for Trade-In Overallowance Discipline
Most dealerships don't actually have an SOP for trade-in overallowance decisions — they have a guy who approves them, and when that guy leaves, nobody knows wha...
Anniversary Outreach in 2024: What's Changed and What Hasn't
Most dealerships are still running anniversary outreach the exact same way they did in 2015, and it shows in their CSI scores. That's not a hot take meant to s...
The Welcome Call After the Sale: What's Changed and What Hasn't
You're sitting at your desk Monday morning, coffee in hand, scrolling through the weekend's delivery reports. Three fresh customers took home their vehicles Sat...
Myth #1: Texting Customers Is a New Thing That Nobody Wants
Text-based service check-ins work better than phone calls, and anyone who tells you otherwise isn't looking at their CSI scores. That's not a controversial tak...
Why Referral Programs Still Matter (Maybe More Than Ever)
You're sitting in your service director's office on a Tuesday morning, and she tells you she's got a technician who's willing to bring in his cousin. The cousin...
Family Dealership Succession: What's Actually Changed Since You Started
Picture this: it's Saturday morning, and the dealer principal is reviewing numbers in the office before the lot opens. The business has been in the family for 3...
Dealer 20-Group Participation: What's Changed and What Hasn't
What's the one thing every dealer principal says they want more of, but almost nobody gets? Honest peer feedback about what actually works in their stores right...