Best Practices

BEST PRACTICES

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....
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A woman's touch

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

Tennessee Ford, Lincoln and Honda dealerships are working to become more attentive to women with a dedicated website and informational programs....
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BEST PRACTICES

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....
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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....
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BEST PRACTICES

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....
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Swift ascent

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

Mario Murgado's Audi store in Stuart, Fla., opened with a staff that includes several with nonauto backgrounds, and earned the brand's top dealership award after its first year....
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BEST PRACTICES

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....
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BEST PRACTICES

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....
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Sanderson's showpiece

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

Sanderson Ford in Glendale, Ariz., has a 1950s-style stainless steel diner and a 15,000-square-foot museum of classic cars and memorabilia. The facilities help the store connect with the community, hosting fundraisers, car shows and other events....
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BEST PRACTICES

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....
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BEST PRACTICES

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....
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BEST PRACTICES

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....
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Bet the Uber

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

Toyota of Plano offers its best deals to Uber drivers, who make up about 6 percent of the store's new-car buyers and provide word-of-mouth advertising for the dealership....
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BEST PRACTICES

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....
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BEST PRACTICES

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....
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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.”...
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BEST PRACTICES

Building a brand in the service department

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

A few years ago, Adam Silverleib found his family's Honda store facing a problem no dealer wants to confront: Not one but two new Honda dealerships were going to open within 15 miles of his Raynham, Mass., location. "So we had to take a new approach and create something that gives people a reason to come to Silko." That something turned out to be an offering called SilkoCare....
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BEST PRACTICES

With hydrogen, high pressure to get it right

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

Mike Sullivan's Santa Monica, Calif., dealership is one of the first eight in the country chosen by Toyota to sell its groundbreaking Mirai hydrogen fuel cell sedan. Such an important launch means he'll need to do things a little differently....
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BEST PRACTICES

Uber lifts Toyota dealership's marketing

12:01 am U.S. ET | July 6, 2015

Toyota of Plano offers its best deals to Uber drivers, who make up about 6 percent of the store's new-car buyers and serve as evangelists for the Dallas-area dealership....
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BEST PRACTICES

Dealer Wise goes the extra mile(s) for buyers

12:01 am U.S. ET | June 29, 2015

Let's say you're shopping at one of the Randy Wise Automotive stores in this area, and you decide to check out a vehicle from a different brand at another dealership owned by the group. Well, just sit tight. The folks at Randy Wise will fetch the vehicle for you or drive you to where it is. Five dealerships. Ten brands. New or used. Your pick....
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BEST PRACTICES

Museum, diner celebrate Ford heritage and family-owned store

12:01 am U.S. ET | June 22, 2015

Sanderson Ford in Glendale, Ariz., has a 1950s-style stainless steel diner and a 15,000-square-foot museum of classic cars and memorabilia. The facilities help the dealership connect with the community, hosting fundraisers, car shows and other special events....
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Dealer's wine shop spawns bar/service lane

12:01 am U.S. ET | June 15, 2015

Building on the success of its in-house Cadillac Wines shop, Frank Kent Cadillac opened a downtown wine bar that also serves as a satellite service lane....
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BEST PRACTICES

Colo. store embraces pets, pedals

12:01 am U.S. ET | June 8, 2015

Fisher Auto Group embraces the Boulder, Colo., community's values, offering loaner bikes rather than loaner vehicles and allowing customers' pets in the store....
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VIDEO: Colo. stores use cameras, computers to build transparency

12:01 am U.S. ET | June 1, 2015

At Planet Honda, technicians are delivering video views from the service bay directly to car owners. This allows customers to see what fixes need to be made before repairs begin. At Kuni Lexus, used-car histories have taken on a digital dimension - all in the name of making sure customers know everything there is to know about previous repairs. The payback from both strategies: More-loyal customers....
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BEST PRACTICES

Getting schooled in the car dealership business

12:01 am U.S. ET | June 1, 2015

Zeigler Auto Group's effort to grow its dealership group and cultivate employees has evolved into an in-house training program, spawned a crop of managers and reduced employee turnover....
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