Parts
Managing customer expectations
Many of my readers have contacted me recently regarding the customer experience (CX) series that I featured in MHW earlier
August 20, 2021
Many of my readers have contacted me recently regarding the customer experience (CX) series that I featured in MHW earlier
It always amazes me how as dealers, we all tend to organize ourselves the same way. I suppose I really
Last month we were discussing the finer points of the Service CX (customer experience). As I pointed out in the
The primary task in the distribution business is to care for the customer and meet their needs. This is an
When I got into this business 40 years ago, my first manager told me something that I am often reminded
One of the things I repeatedly see in the dealerships I visit is the disconnect that the dealer has with
As a full-time consultant, I get many opportunities to sit with dealer principals and their leadership teams and plot different
Let’s face it. We all are ready to bid goodbye to 2020. With the obvious exception of 2008-2009, this year
Last month, we spoke about the differences between equipment salespeople (ES), and customer service representatives (CSR’s). I explained that your
Now, more than ever, our industry is trying to leverage their existing assets, and get more production out of fewer
Welcome to the new normal. COVID-19 has left a legacy of communication obstacles that we never thought possible prior to
In this episode, I am joined by Dave Baiocchi who is the president and Owner of Resonant Dealer Services. Dave
This edition of MHW is all about safety. The aftermarket departments of the dealership are rife with safety concerns. There
When it comes to dealer “best practices”, administration and control of the warranty department is normally front and center on
I am writing this column on April 9th. It’s Tuesday, during one of the most painful and deadly weeks of
Since January, my articles have been reviewing the highlights and ideas presented at the 2019 MHEDA Rental and Used Equipment
Good, Cheap Pneumatics For the past three issues of MHW, we have been writing a series of articles based on
In this issue I want to discuss ideas for both budgeting and planning service department performance. The goal here is
I have just returned from the One-Day Dealer Conference held on September 19th in Rosemont IL. This month I’d like
Many dealers in our industry operate using a fiscal year that mirrors the calendar. If you are one of these