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All ADM Blog Posts Tagged 'leadership' (58)

My Accountability Secrets Along with a Results-Driven Report for Your Use

As a dealership manager it can be difficult to get participation and buy-in from your team. During my many years as a general manager, I found that one of the simplest and most effective ways to get a team to work towards a common goal is through accountability. Accountability (when managed lightly) can create…


Added by Joe Orr on September 23, 2015 at 4:30am — No Comments

A Simple Roadmap to Customer Loyalty

Human beings do have a tendency to overcomplicate things. In our industry, there are so many things that we need to deal with on a daily basis - customers, co-workers, employees, bosses, technology - at times it gets overwhelming. I believe that most dealers understand the importance of customer loyalty…


Added by Mike Gorun on September 8, 2015 at 5:30am — 1 Comment

Auto/Mate Does Business Differently; Focusing on Employee Happiness and Doing Right by its Customers

ALBANY, N.Y. – August 10th, 2015 – Auto/Mate Dealership Systems ( announced today the release of a new corporate video that reflects its new marketing initiative, "We Do Business Differently." The goal of the initiative is to raise awareness among auto dealers that Auto/Mate's consistent focus on employee happiness results in a better customer experience for its…


Added by Mike Esposito on August 10, 2015 at 6:36am — No Comments

Why LinkedIn Is Essential for Company Executives

As far as content marketing goes, the most popular types of content educate and help your audience make informed decisions. It’s not enough, however, to simply write a blog article and slap it on your company’s website. All content (great or otherwise) needs syndication of some sort. This could be…


Added by sara callahan on August 5, 2015 at 6:00am — No Comments

Service Departments Need Tune-Ups Too

The service department tends to be the busiest place in a dealership, and service managers must stay in tune with what’s going on. While meetings and discussions can be useful, at times they only result in vague ideas the service staff never acts upon. Just like in any organization, a service…


Added by Richard Holland on June 25, 2015 at 6:00am — 1 Comment

The Pursuit of Happiness: Creating Engaged Employees

Today's market dictates that to succeed as a dealer, you have to create a great customer experience. You have to provide value and give the customer a reason to come back. A great customer experience is now one of the strongest value propositions any dealership can use to increase customer loyalty and…


Added by Richard Holland on June 18, 2015 at 5:00am — No Comments

Service Dilemmas: What Would You Do?

Every dealership has seen this customer—the one who demands to be reimbursed for damage they claim happened while the car was in the dealership’s care, or because of faulty service work. You might find it challenging to deal with these customers, especially when you don’t believe your team is at fault. So what is the…


Added by Richard Holland on May 28, 2015 at 6:00am — No Comments

How to Maximize Profit in Your Service Department

According to NADA statistics from 2014 service and parts sales reached $91billion!

The average dealership net profit for service and parts per month was upwards of $270,000 while new and used-car sales combined net profit per month did not even reach…


Added by Ashley Weidner on May 28, 2015 at 6:00am — No Comments

Why Technicians and Service Advisors Need Marriage Counseling

Life in the retail automotive industry is taxing. Managers and employees work long hours and, in many cases, are with their co-workers more than they are with their families. Miscommunications, tension or arguments can detract from the efficiency of the dealership, and thus decrease overall…


Added by Richard Holland on May 21, 2015 at 5:30am — 2 Comments

Auto/Mate Releases Free eBook: "The Auto Dealer's Ten-Step Guide To Creating Customer Loyalty"

ALBANY, N.Y. – April 6th, 2015 – Auto/Mate Dealership Systems ( today announced the release of a free eBook titled "The Auto Dealer's Ten Step Guide to Creating Customer Loyalty: No Customer Loyalty Program Needed!" The eBook shares management and leadership principles proven to increase customer loyalty and generate higher profits, such as focusing on employee…


Added by Mike Esposito on April 6, 2015 at 8:10am — 1 Comment

Don’t Let Your “House Of Cards” Get Knocked Down By Your Competition

“We work too hard to come within arm’s reach of the prize only to have our hands cut off just before we seize it. For those of us climbing to the top of the food chain, there is but one rule – hunt or be hunted.” – Frank Underwood, as played by Kevin Spacey in the Netflix television series, House of…


Added by Timmy D. James on March 16, 2015 at 6:00am — No Comments

What Does Cheating Teach Your Employees?

Automotive News recently carried a story about a lawsuit filed by Subaru of America against one of their franchisees. The lawsuit accuses a Southern California dealership of falsifying 224 CSI surveys in an…


Added by Richard Holland on February 19, 2015 at 6:00am — No Comments

Mike Esposito to Present "A Better Way to Customer Loyalty" to Auto Dealers Attending INSIGHT15


ALBANY, N.Y. – February 16th, 2015 – Auto/Mate Dealership Systems ( today announced its President and CEO Mike Esposito will speak at the INSIGHT15 Customer Loyalty and Retention Conference, March 24th through March 26th at the Rosen Shingle Creek in Orlando, FL. Esposito will present "A Better Way to Customer Loyalty: Focus on Employees First, Customers Second" to auto dealers attending the…


Added by Mike Esposito on February 16, 2015 at 7:01am — No Comments

Winning Is Knowing The Rules Better Than Your Competitor

On January 11, the New England Patriots faced the Baltimore Ravens in a contest that would dictate which team moved onto the AFC Championship game. Going into the game as heavy favorites to win, the Patriots quickly found themselves losing the game 14-0 quickly. Undeterred, they powered through trading touchdowns with…


Added by Brian Cox on January 19, 2015 at 5:30am — No Comments

Don’t Kill The Messenger

Customer complaints happen. No matter how much a business wants to provide great customer service, there are times when the dominos aren’t lined up exactly right. The chain breaks somewhere, preventing the last domino from falling. For the most part, customers understand that businesses aren’t perfect. It certainly…


Added by sara callahan on October 29, 2014 at 5:30am — No Comments

Do Your Vendors Deserve Your Loyalty?

I'd like to have a heart-to-heart with dealers and high-level managers at dealerships, because I am genuinely curious about something. You are all focused on customer loyalty these days, as you should be. It takes genuine effort to earn--and keep--a customer's loyalty. You implement best practices, train…


Added by Mike Esposito on September 23, 2014 at 12:30pm — 3 Comments

You Can’t Spell Dealership Without Leadership

Automotive Social Media Leadership

Leadership is a word we hear often, and at times it can be over used and therefore misunderstood. But leadership is not just a word, it is an action. It is a role many struggle to uphold because it is not one that can be mastered. Instead, it is a commitment to life-long learning about oneself…


Added by Amanda Ryan on July 14, 2014 at 4:38pm — 2 Comments

Empower Employees with Commander's Intent

As Appeared in the June 2014 issue of Auto Dealer Monthly

Everyone knows how important the chain of command is in the military. But during battles, emergencies and other times of duress, it's not always possible to run decisions up and down the chain of command. This is why soldiers are empowered by something called the Commander's Intent. The military commander gives his leaders a clearly defined goal (the mission) and the forces needed to accomplish that goal, along…


Added by Mike Esposito on June 24, 2014 at 10:10am — No Comments

25 Things Veteran Managers Need to Hear (But don’t want to…)


25 Things Veteran Managers Need to Hear

(But don’t want to…)

In life, we all need someone to just tell us the hard truth.  Even when it’s something we really don’t want  to…


Added by Danny Benites on May 29, 2014 at 1:00pm — 5 Comments

Do You Walk the Talk? How to Define Your Core Values

Every year it seems that "hot topics" emerge in the automotive retail industry; this year much of the focus is on fixed ops and customer retention. Dealers spend a small fortune on websites and Internet marketing in order to capture customers; now they are realizing that an equal amount of resources and energy should be spent on servicing and keeping those customers.


If customer retention is the goal, keep in mind that true customer loyalty is achieved not by a product but by…


Added by Mike Esposito on May 7, 2014 at 9:13am — No Comments

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