Series: Aftermarket

A leader is best when people barely know he exists, not so good when people obey and acclaim him, worse

Everyone that operates a dealership understands that mistakes are costly. This is why we invest so much time and effort

“When people talk, listen completely. Most people never listen.” Ernest Hemingway (1899-1961) Listening is a developed skill. Rarely have I seen

Back in March, I wrote a column on measurements, and we discussed how important they were especially when treading through

Last month I wrote a column on measurements, and we discussed how important they were especially when treading through difficult

One of my favorite quotes from the late Peter Drucker is “You cannot manage what you do not measure.” There

At the beginning of every year most companies take an assessment of their progress over the preceding 12 months, and

When this issue is published, we will be closing the books on 2016, and heading into a brand new year.

In my search for inspiration I many times turn to the quotes of legendary sports figures and coaches. My observation

After being in the equipment business for over 30 years it’s clear to me that customers have a myriad of

Do you ever feel like your dealership is predisposed to give things away?   I have felt this way from time

Last month I talked about how the needs and expectations of the customer should define the boundaries of good customer

In all of our dealerships there is a daily grind that for all intent and purposes is necessary and appropriate

NOTE FROM THE EDITOR: Today we say good-bye to a long-time friend and welcome a new Wholesaler columnist. As much

The term Buyer’s Remorse surfaced many years ago, by whom we do not know. What it refers to, we believe,

If you are an equipment dealer, you are probably thinking that this has to be the most stupid question you

For those equipment dealers who do a lot of reading or attend seminars covering their industries, it becomes apparent that

My name is John Walker and I am the eternal optimist. Right now times are starting to get tough and

This is an updated article we wrote to equipment dealers two years ago and we are rewriting it today for

I have been consulting with equipment dealers about their aftermarket or their product support sales and profit for 40+ years.