Automotive News asked fixed ops directors and service managers for their favorite books to improve performance, streamline processes and motivate staff. Here are some reviews.
Scott Gregg, Fixed operations director, Tucson Subaru, Tucson, Ariz.
Customers for Life: How To Turn That One-Time Buyer Into a Lifetime Customer by Carl Sewell and Paul B. Brown
I spent 16 years at Sewell Village Cadillac, part of it during the time Carl wrote his book, Customers for Life. I can tell you it is 100 percent the real deal. That was the culture at Village and at all his dealerships.
Carl's book was not only relevant when written but is still very much relevant now. Carl's book is an easy read with so much wonderful information and some humor. It makes sense, and it works.
The gist of it is, you treat customers right and they will come back to see you again and again. Carl lived what he wrote. Most days he would walk through the entire dealership, greeting everyone and asking about them and their families.