Blog Articles

The Pitfalls of Discounting Service

The Pitfalls of Discounting Service?   When it comes to sales and service transactions in the retail automotive industry, a main strategy in acquiring new Read More

Hello, is It Me You’re Looking For?

Hello, is It Me You’re Looking For?   I frequently write about how, in my opinion, dealerships would be wise to expand their thinking and Read More

NY1 News Investigation Finds Some NYC Vehicles Have Outstanding Safety Recalls

Advancing Technology and the Public Threat

Advancing Technology and the Public Threat   If you’re a movie fan, at some point, you will almost certainly have witnessed a scene where a Read More

Are We Playing Whack-A-Mole with Recalls?

Are We Playing Whack-A-Mole with Recalls?   Most of us in the automotive community are painfully aware that our nation is in the middle of Read More

Does the Rise in Electric Vehicles Give Birth to a Whole New Set of Recall Problems?

Does the Rise in Electric Vehicles Give Birth to a Whole New Set of Recall Problems? When it comes to recalls, electric vehicles are pretty Read More

Two Florida Hyundai Dealerships Connect with Lost Service Customers Using Recalls

  Two Florida Hyundai Dealerships Connect with Lost Service Customers Using Recalls Service Activity and New Car Sales Jump Unexpectedly, Boosting Revenue and the Dealership’s Outlook Read More

When Batman Decides a Recall Isn’t Enough

  When Batman Decides a Recall Isn’t Enough In 2014, due to safety concerns, Toyota issued a recall notice for a power inverter on its Read More

Outsourcing Customer Communications – Should the Service Department Worry?

  Outsourcing Customer Communications – Should the Service Department Worry? There are few things sales managers find more painful than looking into their CRM and Read More

What Do Car Subscription Services Mean for Dealers, OEMs and Consumers?

  What Do Car Subscription Services Mean for Dealers, OEMs and Consumers? There’s a huge push going on across the nation for subscription-based vehicle services. Read More

Plugging In: How Electric Vehicles Could Impact Your Service Department

  Plugging In: How Electric Vehicles Could Impact Your Service Department Love him or hate him, Tesla’s Elon Musk is brilliant. As both a businessman Read More

VideoBlog – Consumer Survey, Part 2

The Future of your Service Department

  The Future of your Service Department There is nothing more frustrating to a customer than being told a repair will take X amount of Read More

VideoBlog – Consumer Survey, Part 1

Dealership Safety Concerns Aren’t Only About Recalls

  Dealership Safety Concerns Aren’t Only About Recalls Life at a dealership is hectic. There are so many pieces moving simultaneously that it can seem Read More

You Think Your Customers are Happy? Do This & Watch How Fast That Changes!

  You Think Your Customers are Happy? Do This & Watch How Fast That Changes! Manufacturers hold dealerships accountable for customer satisfaction and the overall Read More

The Art of Turning Complaints into New Customers

  The Art of Turning Complaints into New Customers The auto industry is hyper-competitive. Consumers have countless choices for buying and servicing their vehicles; from Read More

Recalls: Perhaps California has the Solution?

Recalls: Perhaps California has the Solution? It’s always frustrating to read articles about the challenges legislators, manufacturers and states have with low recall compliance rates. Read More

Taking Care of Recall Customers While Maximizing Revenue

Taking Care of Recall Customers While Maximizing Revenue As industry experts forecast slumping sales numbers, a recent article in Automotive News suggests that service departments Read More

Making the Case for Texting Consumer Recall Notices

Making the Case for Texting Consumer Recall Notices   Technology has made a huge impact upon our modern society. In the past, standard postal mail Read More

To Improve the Customer Experience, Employees Must Own It!

To Improve the Customer Experience, Employees Must Own It!   Today’s consumers are fickle and more demanding than ever. Why wouldn’t they be – they Read More

Is selling a car more important than preserving a life?

Is selling a car more important than preserving a life? The Future of Used Car Recalls   A recent Automotive News report states that one Read More

One Small Way to Slay the Recall Dragon

One Small Way to Slay the Recall Dragon   With the influx of recalls, two of the biggest challenges for manufacturers and dealers are locating Read More

The UK’s Surprising Recall Compliance Solution

The UK’s Surprising Recall Compliance Solution   One of the largest hurdles to overcoming the vehicle recall crisis facing automakers, dealers and even consumers, is Read More

Human Capital: How Teamwork Can Increase Revenue

Human Capital: How Teamwork Can Increase Revenue    One challenge in many dealerships is building an environment where teamwork thrives. Salespeople are focused on their Read More

Should Manufacturers Be Able to Recall Recalls?

Should Manufacturers Be Able to Recall Recalls?   According to an article posted on Ford Authority, Takata has taken a massive hit to the tune Read More

Where Do We Go from Here? The Recall Compliance Challenge

Where Do We Go from Here? The Recall Compliance Challenge   Vehicles can easily change hands multiple times over their lifetime. When a recall occurs, Read More

The Hidden & Deadly Side of Airbag Recalls

The Hidden & Deadly Side of Airbag Recalls By now, everyone has heard of the fiasco that is the Takata airbag recall. With millions of Read More

When States Fight Back

When States Fight Back I’ve written a lot about recall awareness and how dealers can position themselves to be champions in their communities by treating Read More

Why are Consumers So Ambivalent About Bringing Recalled Vehicles into Your Dealership?

Why are Consumers So Ambivalent About Bringing Recalled Vehicles into Your Dealership? There are currently more than 63 million recalled vehicles still on US roads Read More

Is a Reasonable Consumer Expectation Too Much to Ask?

Is a Reasonable Consumer Expectation Too Much to Ask? Imagine feeling ill enough to visit the local hospital. Most of us identify the hospital as Read More

Driver Liability May Soon Steer Uber/Lyft Drivers Away from Recalled Vehicles

Driver Liability May Soon Steer Uber/Lyft Drivers Away from Recalled Vehicles The popularity of transportation networks such as Uber and Lyft has increased vehicle purchase Read More

When Recalls Start Influencing Buyers

What Happens When Recalls Start Influencing Buyers? With the massive onslaught of vehicle recalls it is pretty much guaranteed that all parties involved are paying Read More

Can Your Used Car Buyers Trust You?

Can your Used Car Buyers Trust you? Consumers have plenty of choices when it comes time to buy a used car – private sellers, independent Read More

Why Recalls Won’t Ever Go Away – Part 2

Why Recalls Won’t Ever Go Away: Part 2 In my last blog, I shared some reasons why dealers need to prepare for a constant flow Read More

Why Recalls Won’t Ever Go Away – Part 1

Why Recalls Won’t Ever Go Away: Part 1 Recalls have reached epidemic levels and stretch the resources of everyone involved – dealers, manufacturers and parts Read More

A New Year’s Resolution to Service Consumers

A New Year’s Resolution to Service Consumers As we make our New Year’s resolutions and reflect on 2016, which was a less than perfect year Read More

Used Car Owners May Miss Recall Announcements [Video]

For drivers, becoming educated about possible recalls must be a high priority.

When it Comes to Recalls, What is Legal may also Leave You Liable

  When it Comes to Recalls, What is Legal may also Leave You Liable In a past blog, I discussed how AutoNation instituted a policy Read More

Recalls: Let’s Show a United Front in Solving this Problem

  Recalls: Let’s Show a United Front in Solving this Problem While it is still legal to sell pre-owned vehicles with open recalls, the National Read More

Florida Dealer Takes Stand Against Recalls

  One dealer in Florida is taking a stand to ensure that pre-owned vehicles with open recalls never hit the streets. When the Takata airbag Read More

NHTSA’s Recall Process

You are probably familiar with the concept of safety recalls. Here is a little information on what goes into them.

Using Updated Recall Data When Rates are High

With so many vehicles involved in recent recalls, dealers have to use the most accurate data they can.

Improve Your Dealership with Better Recalls [Video]

The faster you address recalls, the better service you can provide to customers.

Takata Inflator Recall Still Leaves Some Owners Uninformed [Video]

Even though the Takata air bag recalls have been in motion for some time now, owners could still be unaware of the effort.

A Unique Value Proposition to Rule Them All

  Think about the value propositions most dealerships present to consumers. Free car washes, fast transactions, oil changes, low prices, etc. They’re all so similar Read More

Owners ignoring recalls? Here’s what to do about it

Apathetic owners are a real problem during auto recalls.

Auctions and Recalls: Swimming with Sharks

  The Discovery Channel’s “Shark Week” has become a cultural phenomenon in our country. Sharks are relatively mysterious and most people don’t know much about Read More

Recalls aren’t the End of the Customer Relationship

Auto recalls can kick off a new phase of a customer relationship.

Managing Owners Between Announcement and Fix [Video]

There's sometimes a gap between when the recall starts and when the fix is available.

What Do Owners Want From Your Recall Letters?

Owners being notified in a recall campaign should feel like they know what to do next.

How Due Diligence with Recalls Can Pay Dividends

In my past few blogs, I discussed the various areas in a dealership that are affected by the current recall epidemic, compared the differing viewpoints Read More

Dangerous Recalls May be Leaving your Service Lane Unrepaired

  In my last few blogs, I’ve discussed how to handle recall customers and why dealers should embrace them rather than be afraid of them. Read More

Use Modern Media Channels to Help with Recalls

If manufacturers are looking for smarter recall measures, dealers should follow suit.

Staggered Recalls Take Greater Dealer Vigilance [Video]

The Takata air bag recalls will take more time, and dealers need to be ready.

Turning Bad News Into Good News With Your Recall Campaigns

During an auto recall, dealers start with bad news and have to get to a good response from the customer.

Does Recall Non-Compliance Leave Your Dealership More Liable & At Risk?

  There’s no question – the recall crisis is eroding the confidence consumers have in vehicle safety. Every day, we hear of more vehicles being Read More

Making Fans of Recall Customers – Nothing Worth Having Comes Easy (Part 2)

  This is Part 2 of 2.  Click here to view Part 1 In Part 1 (click here) of this series, I detailed the existing Read More

Making Fans of Recall Customers – Nothing Worth Having Comes Easy (Part 1)

The subject of recalls has provided plenty of fodder for some in the media. Certainly, vehicle recalls are an explosive issue that places dealerships on Read More

Dealers: Making Responsibility Vital During a Recall

Recall marketing techniques may help dealerships keep accountability.

How Many Recalled Vehicles are Still in Use?

Millions of vehicles under recall still wind up on the road.

Recall Communication Service Helps Dealer Relationships

Recall communications are important for building strong customer relationships.

Recalls and Marketing Bad News

One of the largest pain points with recalls is completion percentages. In many cases, it’s not by any fault of the manufacturer or dealer that Read More

NHTSA Data Gives Recall Marketers an Opportunity to Develop

The NHTSA pursued multiple ways of encouraging recall data last year.

Will Customers Remember Important Recall Info?

Many consumers aren’t aware of recent vehicle hacking incidents, one survey revealed.

What Dealers Should Do When the Repair Gets Delayed

Savvy marketing can help make up for a slow recall action.

Reach Out to Recalled Vehicle Owners Cars With the Right Information

Effective communication can help prevent soon-to-be car owners from making poor purchasing decisions.

Transparent Recalls Can Be Good for Dealer Business

A transparent recall action sends a positive message to owners.

The ‘Recall Ripple’ Effect, and How it Spreads

Negative reactions to one recall can affect how another one plays out.

Inform Owners of Recalls Before They Find Out Elsewhere

When a recall launches, dealers need to take action to reach consumers quickly. Delayed recall notifications could cost the dealership company trust. CBS San Francisco Read More

Engage Customers to Keep Fighting ‘Recall Fatigue’

Recall marketing strategies can follow a specific plan to turn overwhelmed consumers into engaged ones.

Inform owners of recalls, before they find out elsewhere [Video]

When a recall launches, dealers need to take action to reach consumers quickly.

What car systems are vulnerable to hacking? [Video]

Earlier this year, a Fiat Chrysler recall drew attention for the way it handled hacking vulnerabilities in some of its vehicles.

What’s the Right Tone for a Recall Campaign?

Strike the right tone to keep customers engaged through recall communications.

Recall Marketing Tips: What to Say in a Phone Conversation

Following a phone script can help give vehicle owners the right message during a recall.

How VIN’s Can Help Recall Marketing

Tracking Vehicle Identification Numbers is an important part of initiating a strong recall.

Prepare to Help Turn Recalls into Superior Customer Service

Staying on top of important recalls means using the latest information to be prepared.

Aggressive action to promote better recall awareness

Getting owners involved in a recall is vital for success and improving responses.

Engaging The 3 Categories of Customers

A dealership’s “unknown” customers can account for an untapped resource.

How recalled vehicle owners drive dealer business

With the right choices, dealerships may actually increase business during a recall campaign.

Connecticut auto retailer accused of selling recalled cars

A report seems to affirm one dealership’s lack of attention to recalled cars in their lots.

‘Recall fatigue’ is no reason to let up on proper actions

Washington, D.C. — June 25, 2015 — This blog has reported many times on ongoing recalls and the related actions they’ve prompted, especially in regards Read More

How can dealerships be more responsive to consumer needs?

Detroit, MI — April 21, 2015 — Responding to a recall successfully is important for dealers from a legal perspective, but also from a customer Read More

Are dealerships not checking vehicles for recalls?

Detroit, MI — April 13, 2015 — If a new vehicle is involved in a manufacture recall, then buyers need to be dissuaded from buying Read More

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