Customer Experience Upgrades in 3 Simple Steps Customers don’t necessarily arrive at your dealership expecting a great experience. When it comes to service, many Read More
As Safety Value Increases, So Do Repairs Technology that helps safeguard drivers and passengers is flourishing. Vehicle manufacturers are adopting sophisticated driver safety systems as Read More
Why Technicians will Soon Rule the Automotive Industry I think it’s fair to say that automotive technicians are getting harder to find. These days, less Read More
When Digital Starts Winning, Fight Back In the last few years, a war between dealerships and independent service centers over consumers has fueled a competitive Read More
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? I frequently write about how, in my opinion, dealerships would be wise to expand their thinking and Read More
Take a Good Look at Your Recall Customers It wasn’t too long ago that most dealers shunned recalled vehicle owners, describing the additional traffic as Read More
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? 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? When it comes to recalls, electric vehicles are pretty Read More
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 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? 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? 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 Love him or hate him, Tesla’s Elon Musk is brilliant. As both a businessman Read More
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
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! Manufacturers hold dealerships accountable for customer satisfaction and the overall Read More
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? 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 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 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! 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? The Future of Used Car Recalls A recent Automotive News report states that one Read More
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 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 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? 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 Vehicles can easily change hands multiple times over their lifetime. When a recall occurs, Read More
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 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? There are currently more than 63 million recalled vehicles still on US roads Read More
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 The popularity of transportation networks such as Uber and Lyft has increased vehicle purchase Read More
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? 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 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 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 As we make our New Year’s resolutions and reflect on 2016, which was a less than perfect year Read More
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 In a past blog, I discussed how AutoNation instituted a policy Read More
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
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
You are probably familiar with the concept of safety recalls. Here is a little information on what goes into them.
With so many vehicles involved in recent recalls, dealers have to use the most accurate data they can.
The faster you address recalls, the better service you can provide to customers.
Even though the Takata air bag recalls have been in motion for some time now, owners could still be unaware of the effort.
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
Apathetic owners are a real problem during auto recalls.
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
Auto recalls can kick off a new phase of a customer relationship.
There's sometimes a gap between when the recall starts and when the fix is available.
Owners being notified in a recall campaign should feel like they know what to do next.
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
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
If manufacturers are looking for smarter recall measures, dealers should follow suit.
The Takata air bag recalls will take more time, and dealers need to be ready.
During an auto recall, dealers start with bad news and have to get to a good response from the customer.
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
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
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
Recall marketing techniques may help dealerships keep accountability.
Millions of vehicles under recall still wind up on the road.
Recall communications are important for building strong customer relationships.
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
The NHTSA pursued multiple ways of encouraging recall data last year.
Many consumers aren’t aware of recent vehicle hacking incidents, one survey revealed.
Savvy marketing can help make up for a slow recall action.
Effective communication can help prevent soon-to-be car owners from making poor purchasing decisions.
A transparent recall action sends a positive message to owners.
Negative reactions to one recall can affect how another one plays out.
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
Recall marketing strategies can follow a specific plan to turn overwhelmed consumers into engaged ones.
When a recall launches, dealers need to take action to reach consumers quickly.
Earlier this year, a Fiat Chrysler recall drew attention for the way it handled hacking vulnerabilities in some of its vehicles.
Strike the right tone to keep customers engaged through recall communications.
Following a phone script can help give vehicle owners the right message during a recall.
Tracking Vehicle Identification Numbers is an important part of initiating a strong recall.
Staying on top of important recalls means using the latest information to be prepared.
Getting owners involved in a recall is vital for success and improving responses.
A dealership’s “unknown” customers can account for an untapped resource.
With the right choices, dealerships may actually increase business during a recall campaign.
A report seems to affirm one dealership’s lack of attention to recalled cars in their lots.
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
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
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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