Best Practices

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 »


For Maine dealer, making friends is a snap

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

A Maine dealership group uses a photo booth and ice cream truck to engage would-be customers at community events.... Read More »


Dealer: Color-coding cars makes shopping easier

12:01 am U.S. ET | Aug. 31, 2015

Orlando luxury dealer Peter Wilson has simplified used-vehicle retailing by grouping his inventory into clearly defined categories.... Read More »


Tech-savvy teens help buyers learn how to use car features

12:01 am U.S. ET | Aug. 24, 2015

Teenagers' addiction to their smartphone may be annoying to parents and teachers, but it makes them perfect candidates to work for Quirk Ford. The Massachusetts dealership employs high school students to teach its customers how to use the technology in their vehicles.... Read More »


Connecticut offers EV rebates to jolt sales

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

In May, Connecticut became the first state to offer cash-on-the-hood rebates to customers who buy EVs or plug-in hybrids, such as the Nissan Leaf, Chevrolet Volt or and Ford C-Max Energi.... Read More »


Dealer's drone shoots video to stand out

12:01 am U.S. ET | Aug. 17, 2015

The Jeff Wyler Automotive Family has purchased a drone to spice up promotions, social-media campaigns and vehicle-delivery celebrations.... Read More »


It takes green to go green at dealership

12:01 am U.S. ET | Aug. 10, 2015

It takes money to go green. At Thoroughbred Ford in Kansas City, Mo. around 500 incandescent lights above the lot are being replaced with expensive industry grade LED bulbs at a cost of more than $100,000. E-Commerce Director George O'Sullivan cites the new bulbs as the most prominent of Thoroughbred's efforts to green up the way it does business.... Read More »


Washington dealer rejects dealer reserve and builds loyalty

12:01 am U.S. ET | Aug. 3, 2015

Denver Morford, dealer principal at Barry Chrysler-Dodge-Jeep-Ram in Ephrata, Wash., doesn't believe in dealer reserve. He gives customers the wholesale rate for the loan, and it keeps them coming back.... Read More »


Tomes' 10-foot rope a measure of success

12:01 am U.S. ET | July 27, 2015

At Bob Tomes' Ford and Subaru stores in McKinney, Texas, any staffer who gets within 10 feet of a customer must greet them and ask them about their experience and whether they can help. Workers are empowered to fix problems, and the customer satisfaction scores for the dealerships have gone up.... Read More »

VIDEO: Mass. dealer shatters stereotypes, grows group to advance careers

12:01 am U.S. ET | July 20, 2015

A strict dress code and a close-to-home expansion strategy geared toward promoting employees are hallmarks of Boston-area dealer Brian Kelly, who has spent a career “breaking the typical stereotypes associated with the automobile business.”... Read More »