Sales: The Qualifying Process

When selling, I’ve always found it useful to have a process in place to help determine if a prospect is someone I can truly turn into a customer. This is why qualifying is important; it allows you to determine how much time you should invest, up-front, with a prospect.   While you will find situations where a prospect doesn’t meet all your qualifying criteria, that doesn’t mean you simply blow off the person as being unimportant. In those situations, continue to spend a little time building [...]

By | April 8th, 2019|NATDA|

The True Value of a Customer

Some people will say that I am nuts about knowing the numbers in your dealership and then managing to those numbers to improve profitability. I believe it is important in every department, but today I wanted to share the important numbers you need to track in the sales department. Calculate closing ratio It all starts off with some basic calculations, the first being your closing ratio. Let’s say that you kept track for a two-week period of time and found that 70 people had come [...]

By | February 12th, 2019|NATDA|

Position Highlight: Service Coordinator & Shop Foreman

This week, we are highlighting two key positions in the service department: The Service Coordinator & Shop Foreman. Let’s get started. Service Coordinator: Supporting Service Techs The service coordinator is one of the positions we find that few service departments have but need! Once we’ve explained the role, almost every shop ends up hiring a service coordinator. In most dealerships, service techs are required to do things like sweep the floor, find and wash their equipment, etc. In the service departments we consult with, we [...]

By | November 30th, 2018|NATDA|

Position Highlight: Service Writer

Week two of our Service Department position highlight brings us to the Service Writer. The service writer is one step away from the service manager’s role. They take over the customer contact role of the service manager and in smaller service departments, also handle warranty claims. There is nothing more important in a service department than good communication between the shop and its customers, internal or external. Much like the service manager, the service writer must have the ability to handle multiple tasks and personalities. [...]

By | November 30th, 2018|NATDA|

Position Highlight: Service Manager

For the month of December, we want to highlight the different roles in the Service Department. This week – the Service Manager. The service manager is a role that is often misunderstood. In many dealerships, the service manager was a great tech who no longer wanted to do repairs, so was promoted. I understand the desire to not lose a good tech, however, seldom does a great tech become more than an average service manager. This is because most service technicians prefer machines to people, [...]

By | November 30th, 2018|NATDA|

Your Marketing Questions Answered!

Our final FAQ Blog will be covering two of our most common marketing questions. Check out Sara Hey’s advice below! If you have any questions you would like answered, send them to! What percentage of sales should be spent on marketing? There is a simple rule of thumb in dealerships when it comes to how much you should spend on marketing. If your dealership is less than 5 years old, or if you have brought on a new major line in the last five [...]

By | November 1st, 2018|NATDA|

Your Hiring Questions Answered

Week 4 of our FAQ blogs is provided by Natalie West, HR/Finance & Talent Consultant for our BCI team. She has included links to some great articles for reference. Let’s get started: What do you do if you hired someone and they don’t show up?  The key to any employee issue is to communicate to them clearly and in writing.  You should have an orientation meeting for each employee that clearly defines the expectations of their position.  Preferably, the manager would include this in an [...]

By | November 1st, 2018|NATDA|

Your Questions Answered!

This week Jeff Blackton took some time to answer three popular questions. If you have a question you would like to submit, send it to We are always happy to help!  What process seems to break down fastest when things get busy? Triage. When service departments get busy, it can feel counterproductive to take a few minutes out of the day to triage newly dropped off equipment. The thing to remember is that the triage process is the action that feeds our service department with [...]

By | November 1st, 2018|NATDA|

Your Management Questions Answered

Continuing to provide answers to our Frequently Asked Questions, Bob Clements took some time to answer two popular questions. If you have a question you would like to submit, send it to We are always happy to help!  Is there a percentage of markup considered for lot rash or self-inflicted dealer damage to products?  While there is no industry standard number you can use to calculate things like scratches, dents or broken lenses – damage that requires repair prior to selling a product – it’s [...]

By | October 24th, 2018|NATDA|

Your Service Questions Answered!

For the month of October we are taking YOUR questions and answering them via our Blog! This week we are highlighting Service Technicians, with answers provided by our On-site Dealer Advisor Brian Clements. Let’s dive right in to the questions! “Do most techs own their own tools?”   Yes. Most shop technicians own their own common tools. We encourage the dealership to provide specialty tools for working on the specific type of equipment their shop services. (Specialty tools would include diagnostic computers or larger wrenches for [...]

By | October 16th, 2018|NATDA|