Feb
21
By Mike Gorun  //  Be the First to Comment

How to Capture More Revenue Without Much Effort

One of the advantages of Pre-Paid Maintenance Programs (PPM) is that they span the generational gaps. Regardless of which generation consumers happen to be in, none of them like surprise repairs, or other expenses. That’s why dealers focus on payments – and not price – when selling cars. Consumers want fixed expenses. When it comes to millennials, they tend to be saddled with all sorts of debt including those credit cards they eagerly accepted while in college, and the student loans they end up with […]

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Feb
14
By Mike Gorun  //  Be the First to Comment

Nobody’s Perfect: Trust Your Team

In the automotive industry, as in all others, no matter whether you’re in a dealership or work as a vendor, you’re most likely part of a team. Sometimes the people on your team (or perhaps, even you) neglect an important detail or fail at something important. When this happens, it can cultivate emotions such as mistrust and anger. That lost commission, upset customer, or incorrectly placed blame, can transform attitudes towards your team – or their attitudes towards you – into something toxic that threatens […]

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Feb
7
By Mike Gorun  //  Be the First to Comment

Loyalty: It’s Not ALL About Millennials

A recent McKinsey podcast shared that when it comes to loyalty programs, a large part of the population is being ignored: elderly customers. The podcast featured Jaana Remes, partner of the McKinsey Global Institute, and coauthor of the report “Urban World: The global customers to watch.”  According to Remes, the elderly population will grow by more than one-third in the next 15 years, totaling about 222 million people, and account for approximately 51 percent of urban consumption growth, which is equivalent to more than $4 […]

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Jan
31
By Mike Gorun  //  Be the First to Comment

Should Your Goal Be Less Effort?

In the world of customer experience, retention and loyalty, a lot of focus is placed on customer satisfaction. The general thought process is that the better the customer experience on a consistent basis, the more likely a customer is to continue to do business and remain loyal. However, according to an article on Business2Community, the authors of “The Effortless Experience” reveal in their book that customer satisfaction does not necessarily translate to customer loyalty. In fact, they found the same level of interest in returning […]

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Jan
24
By Mike Gorun  //  Be the First to Comment

Compensation Can Affect Employee Loyalty & Satisfaction

Dealerships have forever tweaked pay plans to satisfy bottom lines and keep employees happy. Many employees in the sales department can make more money from a single sales commission than any technician can make in a day. There are even some salespeople that are so productive that their paychecks can exceed those of their sales managers – and sometimes that leads to friction and resentment. One would think that any manager would be thrilled if a salesperson, or other commission-based employee, made more than they […]

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