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Is the F&I Office Tone Deaf?

Customers give great weight to the overall experience and tone of the process. We should too!…

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the-one-thing-customers-want

The One Thing Customers Want Most!

The one thing that will create the most profitable opportunities to help customers buy more of our products is exactly the one thing they want the most: a great F&I experience! When customers choose us to spend their money with, they expect a good F&I experience. And when they encounter…
the-right-ingredients

The Right Ingredients Get the Right Results!

“Chopped” is a Food Network fan favorite for which chefs compete by cooking three-course meals. The twist? Each course must include ingredients from a mystery box. This leads to delightful creations as chefs struggle with incorporating things like Animal Crackers and seaweed. It would be easy if all the best…
small-choices-big-explosions

Small Choices Lead to Big Explosions!

When reading automotive industry publications, among the great articles about effective processes and success stories, we unfortunately often find headlines concerning another dealership or group that is being pursued legally for deceptive practices.…
decisions

Decisions, Decisions, Decisions!

With the new year upon us, everyone would like to increase their level of success and their income! In reality, we each write our own check. The amount of that check is based on the F&I decisions we make and the actions we take on a daily basis to achieve…
sink-your-dealers

What Sank the Titanic Will Sink Your Dealers!

"Iceberg, right ahead!" is the shout Fred Fleet, the lookout for the ill-fated Titanic, is said to have given when he saw the ship’s doom ahead. How could the Titanic, such a large and well-designed ship, ever sink? History tells us numerous factors may have led to its sinking. The…
selling-the-invivible

3 Levels of Selling the Invisible!

The F&I product sold by the F&I manager, as with any insurance-based product, are invisible. Customers buy a tangible product because they can see, touch, smell or test it. However, they buy an intangible product because they see a need for it or are motivated by the fear of not…
growing-f-and-i-from-the-inside

Growing from the Inside Out!

Sales is a numbers game. However, many times we get things backwards. We focus almost exclusively on results (outside) to the neglect of the process (inside) that produces them. I remember the first time I said to an owner who had just made very clear their desire for the numbers…
chic-fil-a-mindset

The Chick-fil-A Difference

Chick-fil-A draws from the same pool of individuals to hire employees as Taco Bell, McDonald’s and other fast food restaurants. Yet their customer service skills and intentional effort to respond with “Please,” “Thank You” and “My pleasure,” has been one of the core principals of their success. While other fast…
edison-lightbulb

Lightbulbs, Microphones and a Tattoo Machine!

Thomas Edison is known for his lifelong achievements, but he did not get there overnight. Determination and commitment paved his way to success, and they can for you, too.…
columbo

That Crazy Columbo!

Most of us have laughed at the crazy efforts of Lieutenant Columbo to lull criminal suspects into letting their guard down and then watched as he would get information that no one else could. An article in the American Bar Association Journal even reported that the best way to interrogate…