Dealer's post-Katrina relief effort keeps growing
When Hurricane Katrina tore through New Orleans in 2005 and left three of Troy Duhon's car dealerships completely under water, it changed the way he did business.
BEST PRACTICES: Lexus dealership cultivates wrap artists
JM Lexus began its own wrapping business, JM Custom Creations, with a Lexus LS wrapped in a chrome-like design. Now it takes personal requests from car buyers and commercial orders from outside companies.
BEST PRACTICES: Dealership's multilingual staff caters to hearing-impaired
Michigan dealer John Fox has identified employees who can converse in more than a dozen languages, including American Sign Language, to translate vehicle and other purchases for consumers who speak little or no English or are hearing impaired.
BEST PRACTICES: A well-lighted lot, powered by the sun
Butler Nissan combines LED lights and a solar-array on the store's roof -- and tax incentives for the latter -- to cut costs. Dealer Marsh Butler sees the combo as insulation against future energy-cost increases.
Come for the oil change. Stay for the chicken.
When Milton Martin Toyota built a new store in Gainesville, Ga., last year, it included an unusual amenity: a satellite location of the Chick-fil-A fast-food chain in the customer lounge.
Dealership welcomes the fire department
Barton Chevrolet-Cadillac is saving taxpayers in Newburgh, N.Y., about $100,000 by letting a local fire department move in for a year while the department's station house is being rebuilt.
Sales staff slips into something more comfortable
By blending a casual-attire work environment with a collection of high-end art on the walls, World Subaru in Tinton Falls, N.J., has outperformed other regional dealerships and achieved high customer-satisfaction ratings.
Dealer's customs stand out from the crowd
Ralph Mahalak Jr.'s six Fiat Chrysler dealerships sell customized vehicles such as a Jeep Wrangler-based pickup and a Dodge Challenger-based reimagining of the Plymouth Superbird. The unique vehicles draw in customers and energize his staff.
Bringing structure to charitable giving
Instead of just writing checks to local charities, Street Auto Group encourages employees to get involved personally.
How long is a 7-minute wait? Too long.
A New York-area dealer used video to get his service advisers to stop leaving customers unattended and waiting.
Dealership embraces online and in-store sales
At Ford-Lincoln Fairfield (Calif.), consumers can choose not only what to buy - in terms of vehicles, options and finance and insurance products - but how to buy.
Morale booster: Letting workers call it a day
When Mercedes-Benz of Des Moines reviewed its operating hours, it found it was missing business in the morning, when customers came in for service, and selling few cars in the evening. So it closed an hour earlier. Employee morale improved, and job applicants increased.
Moving target: Dealer welcomes newcomers to town
UPDATED: 10/19/16 2:05 pm ET -- corrected
Lake Norman Infiniti in Cornelius, N.C., uses a service that sends coupons to folks who move into the area, successfully building ties to newcomers.
Dealer makes way for workers with autism
The cafe opening inside Lexus of Naperville is certainly a nice amenity for customers looking for specialty coffees, teas or a smoothie. But for the eatery's employees, it's a potential lifeline.
Party favors Maserati dealer
How does a dealer sell a much-anticipated luxury vehicle when it won't arrive in showrooms for months? For a Maserati dealer in Houston, the answer was simple: You have a party.
Dealer’s hard line on recalls costs him
At his Florida Toyota dealership, Earl Stewart implemented a hard-and-fast ban on selling used cars with unrepaired safety recalls. He won't even wholesale used cars with open recalls. It hasn't been easy.
Dealer mixes digital tools, personal ties
At Friendly Chevrolet in Fridley, Minn., Internet Sales Manager Margie Martin has used data-driven tools to enhance, not replace, her community-oriented marketing approach.
The roof that changed everything
An effort to keep snowfall off the cars ended up transforming a Cleveland-area Honda store into a leader in clean energy and a magnet for eco-conscious consumers.
Proving the value of Facebook ads
Pride Chevrolet of Lynn was able to close the loop on a Facebook campaign and prove that its digital outreach was moving metal. Here's how it did so.
New sounds from an old microphone factory
Richard Fisher's dealerships in high-rent Evanston, Ill., were constrained on space. So when he learned of a closed factory nearby, he spent $5 million turning it into a massive service and vehicle-storage facility.