Best Practices


Dealership picks up on VW enthusiast vibe

12:01 am U.S. ET | Feb. 1, 2016

Smith Volkswagen launched a performance and tuning center in 2014. The staff turns stock showroom inventory into high-performance, one-of-a-kind vehicles using parts and accessories from both VW and leading aftermarket manufacturers. Then they share their projects on, the online meeting place for thousands of die-hard VW enthusiasts.... Read More »

At dealership group, it pays to pay bills

12:01 am U.S. ET | Jan. 25, 2016

Kuni Automotive's centralized accounting department eliminated the need to sign 90,000 checks per year, saving staffers' time. Plus, its new system earns $15,000 a month in credit-card rebates.... Read More »


Managers monitor calls to save business

12:01 am U.S. ET | Jan. 18, 2016

Since Phillips Chevrolet in northern Illinois started requiring managers to listen to at least one employee-customer phone call a day, 10 to 15 customer experiences a month in sales or service have been saved. The two stores' customer satisfaction scores also have risen by about 20 percent.... Read More »


Volts fuel Chevy store's success

12:01 am U.S. ET | Jan. 11, 2016

Bourgeois Chevrolet in Rawdon, Quebec, stocks every Volt and electric-drive vehicle it can. It draws customers from a wide range because of its dedication and expertise in electric-drive vehicles.... Read More »


For small store, data makes big difference

12:01 am U.S. ET | Jan. 4, 2016

A small-town dealer analyzes the data and changes his inventory habits to increase used sales.... Read More »


A mobile alternative to clip-out coupons

12:01 am U.S. ET | Dec. 28, 2015

Andy Mohr Automotive lets website visitors download service coupons to Android Pay and Apple Wallet, an effort to drive service traffic and forge digital relationships with customers.... Read More »


Army veteran's discipline cuts used-car recon time in half

12:01 am U.S. ET | Dec. 21, 2015

An Army vet cut vehicle reconditioning time in half at three Greenway Automotive dealerships in Orlando, which sped inventory to turn and slashed costs, by creating and adhering to strict standards and procedures.... Read More »


Store gives rapid response, round the clock

12:01 am U.S. ET | Dec. 14, 2015

At Keller Bros. Ford in Pennsylvania, staffers often respond to Internet leads around the clock, seven days a week, and within 5 minutes during business hours. The approach has helped produce record sales for two consecutive years.... Read More »


80,000-mile warranty gets the deal done

12:01 am U.S. ET | Dec. 7, 2015

Cunningham Chrysler-Dodge-Jeep of Edinboro in Pennsylvania offers extended powertrain service contracts as standard on almost all of its new and used cars. Doing so has especially helped to close used-vehicle sales.... Read More »

Toyota taps U.S. dealers' best practices for Latin America

12:01 am U.S. ET | Nov. 30, 2015

Inspired by Automotive News' dealership Best Practices series, Toyota challenged its Latin American dealers and distributors to brainstorm their own ways to improve. At an award ceremony in Tokyo recently, Toyota's Steve St. Angelo honored the top 10 of some 400 best practices that resulted.... Read More »

Employees direct store's charitable giving

12:01 am U.S. ET | Nov. 30, 2015

At Patriot Subaru of Saco, Maine, employees direct the charitable giving program. They select organizations they want the dealership to support, and managers determine the amount to give based on the employee's involvement with the cause.... Read More »


L.A.'s Galpin Motors fills an exhibit hall with its custom rides

12:01 am U.S. ET | Nov. 23, 2015

Galpin Motors uses a 26,000-square-foot exhibit space at the Los Angeles Convention Center to display its custom vehicles, showcase the many brands its 10 dealerships carry and catch the eyes of L.A. Auto Showgoers. And all the vehicles are for sale.... Read More »

VIDEO: A twist on giving: Patriot Subaru staffers steer charity dollars

12:01 am U.S. ET | Nov. 16, 2015

'Charity is charity, marketing is marketing. We don't mix the two.' That's the philosophy of Patriot Subaru owner Adam Arens, whose employees direct the dealer group's donations to organizations in need.... Read More »


Unpaid intern finds untapped opportunity in service lane

12:01 am U.S. ET | Nov. 16, 2015

Warren Henry Infiniti stations an employee in the service department to mine each day's schedule and find customers who may be in a position to buy, even if they don't know it themselves.... Read More »


New recruiting approach helps stores hire women

12:01 am U.S. ET | Nov. 9, 2015

Titus-Will Automotive Group revamped its recruiting process almost two years ago. Since the change, the retailer has hired 28 women for sales and service jobs, nearly tripling the number of women in those departments.... Read More »


Better customer service coming in clear

12:01 am U.S. ET | Nov. 2, 2015

Borrowing a tool from high-end hotels, Street Toyota workers wear radios with discreet lapel microphones to speed communication and charm customers at the 12-acre dealership in Amarillo, Texas.... Read More »

VIDEO: NBA life shapes Ariz. dealership; BMW store solves used-car riddle

12:01 am U.S. ET | Oct. 26, 2015

See how an ex-NBA player is applying lessons from life on the road to make his dealership feel more like home, and how a BMW dealer is using his service lane to ease a used-car shortage.... Read More »


Community service is part of Mazda store's workday

12:01 am U.S. ET | Oct. 26, 2015

A San Jose, Calif., Mazda dealership offers a flexible schedule so its employees can fit community service into the day.... Read More »


JLR store goes the extra mile to satisfy its customers

12:01 am U.S. ET | Oct. 19, 2015

As part of a customer-satisfaction push, Jaguar Land Rover of Fort Myers delivers new-car tutorials at owners' homes or businesses. And when it's time for repairs or maintenance, it can deliver loaners to owners.... Read More »


Fiat Chrysler's free degrees score with Fla. dealer

12:01 am U.S. ET | Oct. 12, 2015

Florida Fiat Chrysler dealer Randy Dye says the automaker's pilot program to offer no-cost college educations to dealership employees has helped with recruiting, employee retention and morale.... Read More »


Iowa dealership group spots talent, teaches leadership

12:01 am U.S. ET | Oct. 5, 2015

The McGrath Family of Dealerships' Emerging Leaders Program teaches talented non-management employees leadership skills, while assessing if they are capable of being part of management someday.... Read More »


Store buyers always on the hunt for used vehicles

12:01 am U.S. ET | Sept. 28, 2015

When buyers at Sam Swope Auto Group's used-car Buy Center happen across vehicles parked in public places with for-sale signs displayed, they whip out their smart phones, scan the VIN, run a vehicle history report and leave a card with a written cash offer on the windshield.... Read More »


Wash not, want not at Calif. Honda store

12:01 am U.S. ET | Sept. 21, 2015

Service customers at Capitol Honda in San Jose, Calif., can get a free wash with every visit. They just can't get it at Capitol Honda. Many California businesses have had to make such adjustments as California's drought has worsened. Capitol Honda, whose massive garage serves more than 200 service customers a day, has been ahead of the curve.... Read More »


Late dealer's quality processes help store thrive

12:01 am U.S. ET | Sept. 13, 2015

Whether it's something as important as the vehicle sales procedure or as mundane as making the morning coffee, Don Chalmers has a procedure in place. There are more than 300 in all. It was these processes that helped the Albuquerque, N.M. carry on after Don Chalmers, the charismatic owner, died in 2014.... Read More »

VIDEO: Florida father-son duo overhaul hiring, disrupt third-party threats

12:01 am U.S. ET | Sept. 7, 2015

Employing sales staffers with no previous dealership experience and implementing programs to outfox firms such as Uber are helping Warren and Larry Zinn improve the culture and stay on customers' shopping lists at the Warren Henry Auto Group in Miami.... Read More »

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