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Derrick Woolfson

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Derrick Woolfson Blog Posts

It's Good to Be Humble.

by Derrick Woolfson Dec 3, 2020

It's Good to Be Humble.

by Derrick Woolfson Dec 3, 2020
Looking back to when I first started in the Automotive industry – fresh out of college – I thought I knew it all. Having confidence is one thin…
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Don't Get Caught On the Hamster Wheel With Marketing Fatigue

by Derrick Woolfson Sep 12, 2020

Don't Get Caught On the Hamster Wheel With Marketing Fatigue

by Derrick Woolfson Sep 12, 2020
Have you ever sat at your desk with your palm against your forehead, trying to put together the same old marketing you do month after month? You are not al…
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Do You Label Your Lead Forms?

by Derrick Woolfson Aug 31, 2020

Do You Label Your Lead Forms?

by Derrick Woolfson Aug 31, 2020
Is there a lot of thought that goes into deciding which call to actions to offer on the VDP’s? Or is it a constant free for all, or worse an aftertho…
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How Do You Handle Meetings With Your Managers?

by Derrick Woolfson Aug 23, 2020

How Do You Handle Meetings With Your Managers?

by Derrick Woolfson Aug 23, 2020
Week after week, dealers tend to have the same meeting. That is the GM sitting down with each department manager to review where they are at, projections, …
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Inbound Phone Success is Not Built By Managing Magical Buckets

by Derrick Woolfson Aug 23, 2020

Inbound Phone Success is Not Built By Managing Magical Buckets

by Derrick Woolfson Aug 23, 2020
It is easy to choose the ban-aided approach we know so well in our industry, no? If a vendor's solution can somehow "magically" fix the issue…
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What if Vendors Paid their Employees on the Campaigns Success?

by Derrick Woolfson Aug 11, 2020

What if Vendors Paid their Employees on the Campaigns Success?

by Derrick Woolfson Aug 11, 2020
You can easily run through your PPC budget before lunch if it is not optimized. There are also several critical facets of what makes a PPC campaign success…
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Why Do We Make it So Hard to Pay A Repair Order?

by Derrick Woolfson Aug 6, 2020

Why Do We Make it So Hard to Pay A Repair Order?

by Derrick Woolfson Aug 6, 2020
Working on the dealer level, we know firsthand how difficult it can be as a "customer" to pay our repair order or get our own vehicles' statu…
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Is Your CRM Work-Flow Holding You Back?

by Derrick Woolfson Jul 27, 2020

Is Your CRM Work-Flow Holding You Back?

by Derrick Woolfson Jul 27, 2020
There is not a lot of flexibility when it comes to customizing a work-flow in many of today’s CRM’s. Where in many cases the standard work…
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Do You Hold Vehicles For Your Customer?

by Derrick Woolfson Jul 19, 2020

Do You Hold Vehicles For Your Customer?

by Derrick Woolfson Jul 19, 2020
It is not uncommon for most dealers to have strict policies against holding a vehicle for a customer. And for good reasons, every day that vehicle sits on …
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How Much Are You Paying In Vendor Fees for Ad Spend?

by Derrick Woolfson Jul 14, 2020

How Much Are You Paying In Vendor Fees for Ad Spend?

by Derrick Woolfson Jul 14, 2020
Now more than ever, your dealer needs a clear, defined marketing strategy. One that lends itself to maximizing your dealers budget. It is times like this t…
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Stop Wasting Time On Bad Leads.

by Derrick Woolfson Jul 7, 2020

Stop Wasting Time On Bad Leads.

by Derrick Woolfson Jul 7, 2020
Every month we get leads, lots of leads. But as you know, not all leads are of quality. Yet so many dealers waste precious time answering bad leads. For th…
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How to Pay Your BDC Team

by Derrick Woolfson Jun 28, 2020

How to Pay Your BDC Team

by Derrick Woolfson Jun 28, 2020
Designing a pay plan focused primarily on commission on the dealer level is not uncommon; in fact, the entire premise of the pay plan is “the more ap…
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Have You Earned Your Customers Trust?

by Derrick Woolfson Jun 26, 2020

Have You Earned Your Customers Trust?

by Derrick Woolfson Jun 26, 2020
Trust is imperative as it offers the customer the peace of mind that they have made the right decision regarding the servicing of their vehicle. And w…
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Are We Still Comparing Apples to Oranges With Digital Marketing?

by Derrick Woolfson Jun 15, 2020

Are We Still Comparing Apples to Oranges With Digital Marketing?

by Derrick Woolfson Jun 15, 2020
Have you ever been in a marketing meeting and heard the question, "well, tell me what the other [OEM] dealers are doing? What success are they having?…
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Isn't It Time We Take the Dealership to the Customer?

by Derrick Woolfson Jun 15, 2020

Isn't It Time We Take the Dealership to the Customer?

by Derrick Woolfson Jun 15, 2020
While Digital Retailing has remained a buzz word within the industry, the situation we are all currently facing has turned us talking about it into actuali…
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Do the OEM's Get Leads Right?

by Derrick Woolfson Jun 8, 2020

Do the OEM's Get Leads Right?

by Derrick Woolfson Jun 8, 2020
OEM leads. One of the first things that come to mind is that they are not just expensive - some being as much as $25 per Lead - but they are often not the …
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Don't Forget About Your Managers.

by Derrick Woolfson May 29, 2020

Don't Forget About Your Managers.

by Derrick Woolfson May 29, 2020
When we are hit with an unprecedented situation - out of left field - it can easily derail your dealer's efforts. Sustaining everything you have worked…
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Videos Still Work, Right?

by Derrick Woolfson May 26, 2020

Videos Still Work, Right?

by Derrick Woolfson May 26, 2020
There have been several rounds of conversation in regards to videos. Namely, videos are the new it factor when it comes to capturing our customer's att…
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Is Your Service Landing Page Up to Date?

by Derrick Woolfson May 17, 2020

Is Your Service Landing Page Up to Date?

by Derrick Woolfson May 17, 2020
Fixed-ops is the dealer's bread and butter when it comes to the bottom line. Your dealer's service landing page mustn't offer just relevant con…
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Most OEM's Don't Care About Texting

by Derrick Woolfson May 7, 2020

Most OEM's Don't Care About Texting

by Derrick Woolfson May 7, 2020
It is no secret that the way we communicate with our customers has drastically changed in the last four to five years. Texting has become one of the top wa…
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To Cut Ad Spend? Or Not to Cut Ad Spend? Don't Rely on A Gut Feeling!

by Derrick Woolfson Apr 25, 2020

To Cut Ad Spend? Or Not to Cut Ad Spend? Don't Rely on A Gut Feeling!

by Derrick Woolfson Apr 25, 2020
There is a lot of conversation regarding whether or not to cut or spend less on digital advertising. And while we are indeed facing unprecedented times, re…
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Take the Down Time to Update Your Website!

by Derrick Woolfson Apr 24, 2020

Take the Down Time to Update Your Website!

by Derrick Woolfson Apr 24, 2020
With website traffic at an all-time low, it is the perfect time to edit, build, and work on your website! As you know (for those of us who handle our sites…
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Update Your Call to Actions

by Derrick Woolfson Apr 11, 2020

Update Your Call to Actions

by Derrick Woolfson Apr 11, 2020
For those dealers who have switched gears, pivoted, and are offering more online retailing options it is important to update the call to actions on your VD…
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Auto Responders for Inquires - Update Them!

by Derrick Woolfson Apr 11, 2020

Auto Responders for Inquires - Update Them!

by Derrick Woolfson Apr 11, 2020
Auto responders can make our lives easier, but more importantly they should let the customer know what to expect next. That said, with each dealers situati…
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Dealer Response to Covid-19

by Derrick Woolfson Mar 31, 2020

Dealer Response to Covid-19

by Derrick Woolfson Mar 31, 2020
While each dealer presumably will and or has already responded differently to COVID-19, it is essential for all dealers to respond. Offering a front-facing…
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Your BDC Can Work From Home

by Derrick Woolfson Mar 31, 2020

Your BDC Can Work From Home

by Derrick Woolfson Mar 31, 2020
For those dealers who have BDC Departments, it is possible for your BDC team to work from home. In which case they can manage the leads, social media, and …
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Are You Offering Curb-Side Pick-Up/Drop-Off for Your Service Customers?

by Derrick Woolfson Mar 21, 2020

Are You Offering Curb-Side Pick-Up/Drop-Off for Your Service Customers?

by Derrick Woolfson Mar 21, 2020
In most cases, it takes a lot of time and thought on the dealer level to introduce a new business process. However, in times like this, we are facing uncha…
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Three Things You Can Do to Assist Your Employees and Customers

by Derrick Woolfson Mar 21, 2020

Three Things You Can Do to Assist Your Employees and Customers

by Derrick Woolfson Mar 21, 2020
We are handling unchartered territory right now when it comes to handling the processes on the dealer level. But that does not mean we have to cease commun…
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Two Things to Consider When Reviewing CRM Report Subscriptions

by Derrick Woolfson Mar 8, 2020

Two Things to Consider When Reviewing CRM Report Subscriptions

by Derrick Woolfson Mar 8, 2020
When it comes to CRM reporting in the automotive industry, there is no shortage. The idea that you can get a report for any one piece of data in your CRM s…
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Do You Really Have an Onboarding Process? You Need One Now.

by Derrick Woolfson Feb 28, 2020

Do You Really Have an Onboarding Process? You Need One Now.

by Derrick Woolfson Feb 28, 2020
Having an onboarding program for any of the positions within your dealership can not only save hundreds of thousands of dollars. It can also significantly …
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No Response?

by Derrick Woolfson Feb 18, 2020

No Response?

by Derrick Woolfson Feb 18, 2020
I am not sure what’s worse the customer reading an email and not responding or not reading your specially written email at all!  A no respons…
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Top Reasons You Should Extend Your Hours

by Derrick Woolfson Feb 18, 2020

Top Reasons You Should Extend Your Hours

by Derrick Woolfson Feb 18, 2020
There are a lot of costs associated with extending hours. However, with fixed-ops being the dealer's life line and main money maker, it seems like…
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How to Define Your Dealerships Brand Image

by Derrick Woolfson Feb 9, 2020

How to Define Your Dealerships Brand Image

by Derrick Woolfson Feb 9, 2020
A brand is more than just your OEM’s logo slapped on the website or POP Marketing. In fact, customers know who your manufacturer is, but do they know…
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Top Six Best Practices for Running A Successful Exchange Program

by Derrick Woolfson Jan 29, 2020

Top Six Best Practices for Running A Successful Exchange Program

by Derrick Woolfson Jan 29, 2020
It is no secret that your service customers are valuable! And while there is a lot of debate on what the best practices are for “Exchange” prog…
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Stop Multitasking in the BDC. Learn to Delegate and Say No.

by Derrick Woolfson Jan 20, 2020

Stop Multitasking in the BDC. Learn to Delegate and Say No.

by Derrick Woolfson Jan 20, 2020
There are many opinions on whether or not one can truly multitask. However, for those of us who work in the BDC, multitasking is a quintessential part of o…
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Set Goals for the Year Not Just the Month!

by Derrick Woolfson Jan 16, 2020

Set Goals for the Year Not Just the Month!

by Derrick Woolfson Jan 16, 2020
Planning and setting goals for the year ahead is hard considering we tend to plan month by month especially when it comes to measuring success. So instead …
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Are Mobile Apps Still A Thing?

by Derrick Woolfson Jan 14, 2020

Are Mobile Apps Still A Thing?

by Derrick Woolfson Jan 14, 2020
In the days before websites were responsive, it seemed that having a mobile app was the way to go. The idea that you could offer your current and potential…
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Top Things to Consider When it Comes to Increasing Your Fixed-Ops Revenue

by Derrick Woolfson Dec 31, 2019

Top Things to Consider When it Comes to Increasing Your Fixed-Ops Revenue

by Derrick Woolfson Dec 31, 2019
There is nothing better than hitting your monthly goals in the service department! Especially considering that fixed-op's is the dealerships money make…
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Top Things to Consider When it Comes to the Cost Per Lead

by Derrick Woolfson Dec 22, 2019

Top Things to Consider When it Comes to the Cost Per Lead

by Derrick Woolfson Dec 22, 2019
There are a lot of factors taken into consideration when initially signing up with a vendor. That is everything from multiple demos, monthly costs, CRM int…
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Is Poor Sales Consultant Retention Really Due to Not Hiring the Right Talent?

by Derrick Woolfson Dec 17, 2019

Is Poor Sales Consultant Retention Really Due to Not Hiring the Right Talent?

by Derrick Woolfson Dec 17, 2019
Hiring the right sales candidate is never easy - everyone comes to the table with a unique background & new perspectives. Measuring the success of that…
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Are You Stuck On Using Excel For Reporting In the Service Lane?

by Derrick Woolfson Dec 8, 2019

Are You Stuck On Using Excel For Reporting In the Service Lane?

by Derrick Woolfson Dec 8, 2019
Reporting is essential for understanding what your ROI is, right? So why then are we wasting several hours of your manager's time creating reports (usi…
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Stop Spending Money With Vendors That Do Not Work!

by Derrick Woolfson Dec 8, 2019

Stop Spending Money With Vendors That Do Not Work!

by Derrick Woolfson Dec 8, 2019
Unless you look at your dealer’s marketing budget regularly, you would be surprised as to just how many vendors your dealerships work with! Everythin…
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Monday.com Makes for Better Monday's, Seriously

by Derrick Woolfson Nov 26, 2019

Monday.com Makes for Better Monday's, Seriously

by Derrick Woolfson Nov 26, 2019
One of the things I love most about the Driving Sales Executive summit is the ideas that come from the Best Idea Contest. The idea that hit home with me th…
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Two Ways to Deal With the Removed Manager

by Derrick Woolfson Nov 26, 2019

Two Ways to Deal With the Removed Manager

by Derrick Woolfson Nov 26, 2019
A removed manager is nothing easy to deal with. Knowing that their removed can cause chaos, lost sales, and lack of morality, to name a few. So how do we a…
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Are We the Cause for Removed Managers?

by Derrick Woolfson Nov 17, 2019

Are We the Cause for Removed Managers?

by Derrick Woolfson Nov 17, 2019
One of the keynote speakers for DSES 19, Clint Pulver spoke in detail about the types of managers we encounter. One of those managers is the “re…
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Don't Forget to Market the Vehicles on Your Lot!

by Derrick Woolfson Nov 6, 2019

Don't Forget to Market the Vehicles on Your Lot!

by Derrick Woolfson Nov 6, 2019
It sure would be nice to know what the actual market value is for the vehicles on our dealerships lots are. But that is easier said than done, and while we…
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Is Air Conditioning Really A Unique Feature?

by Derrick Woolfson Oct 30, 2019

Is Air Conditioning Really A Unique Feature?

by Derrick Woolfson Oct 30, 2019
There is nothing more frustrating than not being able to find what you're looking for online - we have all been there. The same applies to our potentia…
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You Cannot Fix Breakpoints in the Customers Experience Without First Fixing Your Own

by Derrick Woolfson Oct 28, 2019

You Cannot Fix Breakpoints in the Customers Experience Without First Fixing Your Own

by Derrick Woolfson Oct 28, 2019
In a perfect world, we could efficiently address customer breakpoints offering them a seamless experience. Whether that is changing the sales process, or c…
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A Birthday You Do Not Want to Celebrate!

by Derrick Woolfson Oct 20, 2019

A Birthday You Do Not Want to Celebrate!

by Derrick Woolfson Oct 20, 2019
Birthdays are supposed to be a great time of the year, it's your birthday after all, no? But one Birthday you want to avoid is the vehicles on your dea…
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Are You Ready For Monday? DSES Best Idea Contest, 2019!

by Derrick Woolfson Oct 10, 2019

Are You Ready For Monday? DSES Best Idea Contest, 2019!

by Derrick Woolfson Oct 10, 2019
One of my favorite events at the Driving Sales Executive Summit is the Best Idea Contest. Each year participants enter their respective ideas. For those wh…
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Are We Still Not Logging Customers Into the Showroom? What's Your Sales Process?

by Derrick Woolfson Oct 1, 2019

Are We Still Not Logging Customers Into the Showroom? What's Your Sales Process?

by Derrick Woolfson Oct 1, 2019
One of the hot topics last year that remains an issue on the dealer level is the logging of customers in the showroom. In most cases, the reporting spelled…
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Do You Really Let Your Sales Managers Make Decisions?

by Derrick Woolfson Sep 26, 2019

Do You Really Let Your Sales Managers Make Decisions?

by Derrick Woolfson Sep 26, 2019
One phrase we often hear is, "I want to empower my managers to make their own decisions if they cannot make their own decisions than they are not the …
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Own Your Decisions. You Can Be Confident Without Being Disrespectful.

by Derrick Woolfson Sep 23, 2019

Own Your Decisions. You Can Be Confident Without Being Disrespectful.

by Derrick Woolfson Sep 23, 2019
The word Business Development is ambiguous - what does it even mean, more importantly, what does Business Development mean on the dealer level? The idea th…
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Two Things to Consider When Hiring A Candidate for Your BDC

by Derrick Woolfson Sep 16, 2019

Two Things to Consider When Hiring A Candidate for Your BDC

by Derrick Woolfson Sep 16, 2019
It is one thing to have a clearly defined job description, and another to actually execute that role. Namely, what is that role, and how does it work withi…
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Part One: What Does BDC Even Mean Anymore?

by Derrick Woolfson Sep 5, 2019

Part One: What Does BDC Even Mean Anymore?

by Derrick Woolfson Sep 5, 2019
The role of the BDC has evolved considerably over the last five to six years. Where dealers built BDC teams only to dismantle them to then going back and r…
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What Is An Internet Manager? Do They Really Manage the "Internet"?

by Derrick Woolfson Aug 28, 2019

What Is An Internet Manager? Do They Really Manage the "Internet"?

by Derrick Woolfson Aug 28, 2019
We have a knack for creating new words - words that evolve into bonafide buzz-words,  positions, or conversations that often remain on autoloop. …
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Why So Many Options If You Don't Pay Attention to The Source?

by Derrick Woolfson Aug 19, 2019

Why So Many Options If You Don't Pay Attention to The Source?

by Derrick Woolfson Aug 19, 2019
Is there a lot of thought that goes into deciding which call to actions to offer on the VDP’s? Or is it a constant free for all, or worse an aftertho…
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A Vendor Relationship is A Two Way Street

by Derrick Woolfson Aug 12, 2019

A Vendor Relationship is A Two Way Street

by Derrick Woolfson Aug 12, 2019
While it is expected that the vendor will maximize the results on the dealer level month after month - at the end of the day, your account manager is a hum…
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Walk-Around Videos. All Talk, No Action. Let's Move Some Old Aged Vehicles!

by Derrick Woolfson Jul 30, 2019

Walk-Around Videos. All Talk, No Action. Let's Move Some Old Aged Vehicles!

by Derrick Woolfson Jul 30, 2019
It is no secret that we love our reports everything from Google Analytics, Vendor Reports, VDP Reports, and CRM Reports, to name a few. While the reports t…
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Tired of Old Aged Inventory Lurking On Your Lot?

by Derrick Woolfson Jul 23, 2019

Tired of Old Aged Inventory Lurking On Your Lot?

by Derrick Woolfson Jul 23, 2019
There is nothing worse than having aged inventory at your dealership. It is no secret that the longer the unit sits unsold, the more expensive it becomes. …
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The Hidden Costs in Your CRM

by Derrick Woolfson Jul 16, 2019

The Hidden Costs in Your CRM

by Derrick Woolfson Jul 16, 2019
The CRM is arguably one of the most essential tools for the dealership other than the DMS. However, one thing to note and consider are all of the hidden fe…
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The GM? Has the Role of the GM Evolved Enough to Meet the Needs On the Dealer Level?

by Derrick Woolfson Jul 7, 2019

The GM? Has the Role of the GM Evolved Enough to Meet the Needs On the Dealer Level?

by Derrick Woolfson Jul 7, 2019
No matter the business model, your dealership has evolved several of your roles over the years everything from dealers adding business development centers,…
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Tablets vs. Desktop. It's the Process that Counts.

by Derrick Woolfson Jul 3, 2019

Tablets vs. Desktop. It's the Process that Counts.

by Derrick Woolfson Jul 3, 2019
Anything to make the process easier for the sales consultant is a win-win, and there is a lot of conversation surrounding the usage of tablets versus deskt…
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Inventory Management Starts With Your DMS

by Derrick Woolfson Jun 29, 2019

Inventory Management Starts With Your DMS

by Derrick Woolfson Jun 29, 2019
No one ever said it was easy to manage your dealership's inventory - everything from the floorplan, selection, cost, recon for pre-owned, to managing y…
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Top Reasons to Have Admin Access to Your Employees Dealer Social Media Pages

by Derrick Woolfson Jun 23, 2019

Top Reasons to Have Admin Access to Your Employees Dealer Social Media Pages

by Derrick Woolfson Jun 23, 2019
On the surface, having your sales consultants promoting your brand on social media seems like a win-win. The idea that your dealership is getting that addi…
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So What is A Dealer Processing Fee?

by Derrick Woolfson Jun 16, 2019

So What is A Dealer Processing Fee?

by Derrick Woolfson Jun 16, 2019
At one time or another, we have been asked by a customer "what the dealer processing fee is?" to which most everyone would give a different …
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You Cannot Sell What You Do Not Offer!

by Derrick Woolfson Jun 9, 2019

You Cannot Sell What You Do Not Offer!

by Derrick Woolfson Jun 9, 2019
Every dollar counts towards the bottom line, we get that. But it is easier said than done as not all customers are presented extended warranties, service c…
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How Much Money Are You Losing By Not Managing Your Dealers Website?

by Derrick Woolfson Jun 2, 2019

How Much Money Are You Losing By Not Managing Your Dealers Website?

by Derrick Woolfson Jun 2, 2019
There is more to managing your dealer website than simply relying on your vendors to do everything. A common perception is that once you have signed up wit…
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Are We Still Getting Social Media Wrong?

by Derrick Woolfson May 28, 2019

Are We Still Getting Social Media Wrong?

by Derrick Woolfson May 28, 2019
It is no secret that social media continues to become a relevant means of not just connecting with prospective customers through paid Ad's, but also wa…
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What is The Customer Really Asking For When Submitting A Lead?

by Derrick Woolfson May 28, 2019

What is The Customer Really Asking For When Submitting A Lead?

by Derrick Woolfson May 28, 2019
We spend a great deal of time trying to figure out what the customer really wants and or expects from us at the dealership.  Albeit, this is a loaded …
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Top Reasons to Find A Vendor that Fits Like A Glove

by Derrick Woolfson May 19, 2019

Top Reasons to Find A Vendor that Fits Like A Glove

by Derrick Woolfson May 19, 2019
Taking on a new initiative can in many ways be overwhelming. There is often the fear of "are we going to get this right? Or "Do we really need th…
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ATTN: Being A Boss Isn't About Managing. It's About Leading.

by Derrick Woolfson May 6, 2019

ATTN: Being A Boss Isn't About Managing. It's About Leading.

by Derrick Woolfson May 6, 2019
In the last year, I have not been a direct supervisor - something, to be honest, that I did not miss. So I had to ask myself the honest question: what abou…
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Top Reasons to Explain the Sales Process On Your Dealer Website!

by Derrick Woolfson Apr 29, 2019

Top Reasons to Explain the Sales Process On Your Dealer Website!

by Derrick Woolfson Apr 29, 2019
I am the first one to offer that I am not always fond of relating specific automotive examples to other industries. Understanding that while it is ess…
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Top Reasons Your New Ideas Are Not Being Executed on the Dealer Level

by Derrick Woolfson Apr 25, 2019

Top Reasons Your New Ideas Are Not Being Executed on the Dealer Level

by Derrick Woolfson Apr 25, 2019
Year after year we attend conferences coming back with great ideas. Ideas - that if they were implemented - could have a significant impact on your dealers…
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Top Reasons to Have A Soft Pull Credit Option On Your Website

by Derrick Woolfson Apr 18, 2019

Top Reasons to Have A Soft Pull Credit Option On Your Website

by Derrick Woolfson Apr 18, 2019
Long gone are the days where we make it difficult for the customer to obtain their credit information with regards to auto loans. Yet, the last thing many …
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Top Reasons to Rethink the Way You Use Your CRM Reporting

by Derrick Woolfson Apr 18, 2019

Top Reasons to Rethink the Way You Use Your CRM Reporting

by Derrick Woolfson Apr 18, 2019
There is such a thing as analysis paralysis. The idea that we become numb when reviewing the various reports our CRM’s have to offer, and when we do …
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Top Ways to Manage Inventory Photos. Stop Wasting Time.

by Derrick Woolfson Apr 8, 2019

Top Ways to Manage Inventory Photos. Stop Wasting Time.

by Derrick Woolfson Apr 8, 2019
Every day your vehicle goes without a photo online, you could be losing revenue. Getting the photos online, however, is easier said than done. There a…
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Top Reasons to Get Your Photos Online ASAP When in Recon

by Derrick Woolfson Mar 29, 2019

Top Reasons to Get Your Photos Online ASAP When in Recon

by Derrick Woolfson Mar 29, 2019
Every day your used vehicle sits on the side lot your dealer is losing money. It is no secret that the sooner you recon your pre-owned units, the better ch…
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Response Time: Top Reasons for Quality vs. Speed

by Derrick Woolfson Mar 27, 2019

Response Time: Top Reasons for Quality vs. Speed

by Derrick Woolfson Mar 27, 2019
In a perfect world, all leads would be answered immediately, and the appointment would be booked soon to be a sale. However, the way we approach the r…
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Auto Emails: Where Are We Now?

by Derrick Woolfson Mar 17, 2019

Auto Emails: Where Are We Now?

by Derrick Woolfson Mar 17, 2019
As we know, emails are still relevant in the way we approach corresponding with our customers. So as we continue to evolve as an industry so do our custome…
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Top Things to Consider When Chatting Online Chat vs. FaceBook Messenger

by Derrick Woolfson Mar 13, 2019

Top Things to Consider When Chatting Online Chat vs. FaceBook Messenger

by Derrick Woolfson Mar 13, 2019
There several ways to communicate with your customer with everything from texting, calling, emailing, web chat, and FaceBook messenger. All of which are gr…
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What Are You Doing For Service Advisor Training?

by Derrick Woolfson Mar 1, 2019

What Are You Doing For Service Advisor Training?

by Derrick Woolfson Mar 1, 2019
Training is essential for any position, but even more important for your service advisors! If the customer continues to service their vehicle with you…
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What Are We Really Signing? Top Things to Consider Before Signing a Vendor Contract

by Derrick Woolfson Feb 24, 2019

What Are We Really Signing? Top Things to Consider Before Signing a Vendor Contract

by Derrick Woolfson Feb 24, 2019
As a disclosure, this article is by no means offering and or suggesting not to sign a dealer contract. The purpose of this article is to discuss concerns a…
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Top Reasons Your Training is Not Working

by Derrick Woolfson Feb 19, 2019

Top Reasons Your Training is Not Working

by Derrick Woolfson Feb 19, 2019
It is evident that much of the training that we execute on the dealer level is relatively the same content, no?  In that, the topics that we train on …
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Top Reasons to Have A Plan of Action For Long-Term Follow-Up!

by Derrick Woolfson Feb 10, 2019

Top Reasons to Have A Plan of Action For Long-Term Follow-Up!

by Derrick Woolfson Feb 10, 2019
As much as we would like to pat ourselves on the back for a job well done - are we really doing the best we can when it comes to long term customer follow…
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Are Specials Still Hurting Your Goals?

by Derrick Woolfson Feb 10, 2019

Are Specials Still Hurting Your Goals?

by Derrick Woolfson Feb 10, 2019
Same Specials. New Month. Seems like we live in a repetitious cycle when it comes to approaching putting specials online. Where we sometimes would rather s…
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Top Two Reasons Your Call to Actions Need Clarity

by Derrick Woolfson Jan 20, 2019

Top Two Reasons Your Call to Actions Need Clarity

by Derrick Woolfson Jan 20, 2019
Have you ever gone online to search one of your cars for a customer? One they saw one a third party site and thought to yourself just how confusing we…
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Where Are We With Texting?

by Derrick Woolfson Jan 20, 2019

Where Are We With Texting?

by Derrick Woolfson Jan 20, 2019
It has been well over a year since I last spoke about texting on the dealer level, but it does not seem that we have made that much progress in the co…
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Why Buy Messaging Isn't Just A Catchy Slogan. Start Using Your Most Valuable Asset.

by Derrick Woolfson Jan 17, 2019

Why Buy Messaging Isn't Just A Catchy Slogan. Start Using Your Most Valuable Asset.

by Derrick Woolfson Jan 17, 2019
While we might understand the value in why buy messaging, there are often small disconnects between the why buy message and how it is executed on the deale…
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ATTN: Transparency isn't so Transparent

by Derrick Woolfson Jan 17, 2019

ATTN: Transparency isn't so Transparent

by Derrick Woolfson Jan 17, 2019
We spend a lot of time reviewing ways to improve the customer's experience whether that is through surveys, studies, or reading endless reports. Howeve…
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Top Reasons to Discuss Your 2019 Marketing Plans Before 2019! Pro-Active vs. Re-Active.

by Derrick Woolfson Dec 23, 2018

Top Reasons to Discuss Your 2019 Marketing Plans Before 2019! Pro-Active vs. Re-Active.

by Derrick Woolfson Dec 23, 2018
December is the busiest time of the year for the auto industry, which can make or break your year. This is also the perfect time to review your annual mark…
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Year-End Bonuses? Another Year. Another Check Written.

by Derrick Woolfson Dec 23, 2018

Year-End Bonuses? Another Year. Another Check Written.

by Derrick Woolfson Dec 23, 2018
You get a bonus. He Gets a Bonus. She Gets a Bonus. We All Get Bonuses? It is not uncommon for the sales consultant to receive a year-end bonus based on th…
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What's the Deal With Split Deals?

by Derrick Woolfson Dec 12, 2018

What's the Deal With Split Deals?

by Derrick Woolfson Dec 12, 2018
We have all had one time or another where we had to split a deal. Splitting that deal, however, was often easier said than done. Once we had an agreem…
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Top Reasons to Avoid the Island Mentality When it Comes to Meetings

by Derrick Woolfson Dec 12, 2018

Top Reasons to Avoid the Island Mentality When it Comes to Meetings

by Derrick Woolfson Dec 12, 2018
Week after week we have the same meeting at the dealership. That is the GM sitting down with each department manager to review where they are at, projectio…
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Leadership is not About Managing: Top Reasons to Empower Your Managers

by Derrick Woolfson Nov 28, 2018

Leadership is not About Managing: Top Reasons to Empower Your Managers

by Derrick Woolfson Nov 28, 2018
It can be easy as a GM to sit there and make all of the decisions for the dealership; managing everything from sales, service, marketing, and the hiri…
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Top Things to Consider When Implementing A New CRM

by Derrick Woolfson Nov 28, 2018

Top Things to Consider When Implementing A New CRM

by Derrick Woolfson Nov 28, 2018
The idea of implementing a new CRM on the dealer level can seem intimidating, and rightfully so! There is an incredible amount of work involved when implem…
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Notification Overload! Top Reasons to Avoid the Clutter.

by Derrick Woolfson Nov 20, 2018

Notification Overload! Top Reasons to Avoid the Clutter.

by Derrick Woolfson Nov 20, 2018
It is not uncommon to receive over sixty plus notifications per day on your cell phone. As one can imagine, it can become tedious to filter through al…
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Top Reasons to Avoid Rushing A Sales Campaign

by Derrick Woolfson Nov 7, 2018

Top Reasons to Avoid Rushing A Sales Campaign

by Derrick Woolfson Nov 7, 2018
At one point or another, we have all experienced the moment where the sales manager or GM asked us to put together a sales blast on a moments notice! That …
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Best Idea Contest 2018: The One that Caught My Attention

by Derrick Woolfson Oct 29, 2018

Best Idea Contest 2018: The One that Caught My Attention

by Derrick Woolfson Oct 29, 2018
The Best Idea contest is one of my favorite events at DSES. It is always refreshing to see new and innovative ideas presented by those who also work o…
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DSES 2018: Take the Time to Plan for the Future!

by Derrick Woolfson Oct 29, 2018

DSES 2018: Take the Time to Plan for the Future!

by Derrick Woolfson Oct 29, 2018
One of the things I like most about the DSES conference is that it ‘recharges’ my batteries after spending three jam-packed days full of a…
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How Much is Your BDC Agents Overtime Truly Costing Your Dealership

by Derrick Woolfson Oct 16, 2018

How Much is Your BDC Agents Overtime Truly Costing Your Dealership

by Derrick Woolfson Oct 16, 2018
Designing a pay plan focused primarily on commission on the dealer level is not uncommon; in fact, the entire premise of the pay plan is “the more ap…
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Are You Burning Your Sales Managers Out?

by Derrick Woolfson Oct 9, 2018

Are You Burning Your Sales Managers Out?

by Derrick Woolfson Oct 9, 2018
It is easy to look at a few reports and come to a conclusion that your sales managers are just not cutting it. That is everything from their closing r…
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Are You Logging All of Your Customers in the CRM?

by Derrick Woolfson Oct 1, 2018

Are You Logging All of Your Customers in the CRM?

by Derrick Woolfson Oct 1, 2018
In a perfect world on the dealer level, each customer that visits the dealership would be logged into the CRM. However, we know that this is not the case, …
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Top Reasons Your Up-Selling Isn't Working

by Derrick Woolfson Sep 25, 2018

Top Reasons Your Up-Selling Isn't Working

by Derrick Woolfson Sep 25, 2018
With Fixed-Op’s carrying the weight financially for dealers it is essential that your service advisors upsell product in the service lane. That …
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Work-flows Do Not Always Work. Top Things to Consider When Answering Leads.

by Derrick Woolfson Sep 17, 2018

Work-flows Do Not Always Work. Top Things to Consider When Answering Leads.

by Derrick Woolfson Sep 17, 2018
There is not a lot of flexibility when it comes to customizing a work-flow in many of today’s CRM’s. Where in many cases the standard work-flow…
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Global Dealerships. What is the Difference?

by Derrick Woolfson Sep 10, 2018

Global Dealerships. What is the Difference?

by Derrick Woolfson Sep 10, 2018
One of the things I enjoy most when traveling abroad in Europe - Greece, Italy & France -  is taking a closer look at their automotive trends. Tha…
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Were Your Labor Day Sales A Snooze?

by Derrick Woolfson Sep 4, 2018

Were Your Labor Day Sales A Snooze?

by Derrick Woolfson Sep 4, 2018
There is always hype in retail when it comes to the holidays. That is our mindset as an industry - the idea that our customers are eager, ready to shop for…
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Top Reasons You Need A Second Chance Finance Program

by Derrick Woolfson Aug 27, 2018

Top Reasons You Need A Second Chance Finance Program

by Derrick Woolfson Aug 27, 2018
A solid second chance finance program on the dealer level can be quite profitable. But in many cases, the program falls apart in which case the dealer shie…
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Top Reasons Your HR is Affecting Your Leadership Development.

by Derrick Woolfson Aug 20, 2018

Top Reasons Your HR is Affecting Your Leadership Development.

by Derrick Woolfson Aug 20, 2018
Leadership development is not limited to your sales managers on the dealer level. Your HR department can have a profound impact on your entire organization…
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A Leader Does Not Need to Take All of the Credit. It's Not All About You.

by Derrick Woolfson Aug 13, 2018

A Leader Does Not Need to Take All of the Credit. It's Not All About You.

by Derrick Woolfson Aug 13, 2018
We have all worked with that one manager who thinks extremely highly of themselves. Making sure that you are not just aware of it, but that if you do …
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Are You A Manager or A Leader?

by Derrick Woolfson Aug 6, 2018

Are You A Manager or A Leader?

by Derrick Woolfson Aug 6, 2018
Having the right leader in place on the dealer level can make or break the dealerships bottom line. Knowing that for every employee who quits costs the dea…
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Top Reasons Managers And Employees Do Not Get Along

by Derrick Woolfson Jul 30, 2018

Top Reasons Managers And Employees Do Not Get Along

by Derrick Woolfson Jul 30, 2018
Managing is not easy. There are several components that make for a successful manager and employee relationship. Knowing that everyone has a distinct perso…
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The Ultimate Guide To Structure An Effective Sales Meeting

by Derrick Woolfson Jul 23, 2018

The Ultimate Guide To Structure An Effective Sales Meeting

by Derrick Woolfson Jul 23, 2018
A sales meeting should pump your team up not deflate them. Where they leave the sales meeting feeling defeated. Part of what makes a sales meeting successf…
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6 Tips for Dealing With Difficult Employees. Are Your Buttons Jammed?

by Derrick Woolfson Jul 16, 2018

6 Tips for Dealing With Difficult Employees. Are Your Buttons Jammed?

by Derrick Woolfson Jul 16, 2018
Let’s face it. We have all had that one employee that has jammed every one of our last buttons. Pushing us to the edge as we question ourselves. Aski…
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Top Reasons Your Sales to Service Handoff is Not Working 

by Derrick Woolfson Jul 9, 2018

Top Reasons Your Sales to Service Handoff is Not Working 

by Derrick Woolfson Jul 9, 2018
Knowing how long it can take to make the sale and the sheer cost of acquiring the customer - it's surprising that more dealers do not take the tim…
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Response Time: Top Reasons for Quality vs. Speed

by Derrick Woolfson Jul 1, 2018

Response Time: Top Reasons for Quality vs. Speed

by Derrick Woolfson Jul 1, 2018
In a perfect world, all leads would be answered immediately, and the appointment would be booked . Soon to be a sale. However, the way we approach the resp…
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You're Closed? Top Reasons to Check Your Search Results!

by Derrick Woolfson Jun 25, 2018

You're Closed? Top Reasons to Check Your Search Results!

by Derrick Woolfson Jun 25, 2018
When is the last time you searched for your dealership in a search engine? If you cannot remember. Perhaps it is time to take a minute and search for your …
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The Click that Didn't Stick: Top Things to Check When Struggling With Conversion!

by Derrick Woolfson Jun 18, 2018

The Click that Didn't Stick: Top Things to Check When Struggling With Conversion!

by Derrick Woolfson Jun 18, 2018
There is nothing more frustrating - or so it seems - than to search something, get a result, but once you clicked through the page does not have anything t…
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The Coupon Search: Top Reasons Coupons Are Not Limited to Just Email Campaigns.

by Derrick Woolfson Jun 10, 2018

The Coupon Search: Top Reasons Coupons Are Not Limited to Just Email Campaigns.

by Derrick Woolfson Jun 10, 2018
Dealers spend hours planning marketing campaigns and coupons months (even business quarters) ahead of when they will be released. With the hopes that there…
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Show Me What I'm Searching For?! Top Two Must Haves

by Derrick Woolfson Jun 4, 2018

Show Me What I'm Searching For?! Top Two Must Haves

by Derrick Woolfson Jun 4, 2018
It is hard sometimes to imagine what the average customer searches for regarding services when you are on the dealer level every day. But if you take …
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Top Reasons Your Pay Plan is Hurting Your Hiring!

by Derrick Woolfson May 29, 2018

Top Reasons Your Pay Plan is Hurting Your Hiring!

by Derrick Woolfson May 29, 2018
Regardless of which industry we are discussing most sales & service jobs (if not all) have a commission based pay plan. The purpose, of course, in havi…
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Top Reasons Your Auto Emails Are Failing

by Derrick Woolfson May 21, 2018

Top Reasons Your Auto Emails Are Failing

by Derrick Woolfson May 21, 2018
At first glance sending an automated email seems like the perfect thing to do! Where it becomes turn-key, and you do not have to rely on your sales manager…
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Are We Getting Social Media Wrong?

by Derrick Woolfson May 14, 2018

Are We Getting Social Media Wrong?

by Derrick Woolfson May 14, 2018
OEMs and Dealers have yet to idealize or define what social media means in regards to the brand identity or reputation management. So it is no surprise giv…
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Declined Services: Top Reasons to Get in Tune With it!

by Derrick Woolfson May 7, 2018

Declined Services: Top Reasons to Get in Tune With it!

by Derrick Woolfson May 7, 2018
When is the last time you looked through RO’s to see how many services had been declined? Or whether or not the advisor even offered the service vs. …
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Top Reasons Your CRM is Hurting You!

by Derrick Woolfson Apr 30, 2018

Top Reasons Your CRM is Hurting You!

by Derrick Woolfson Apr 30, 2018
Not all CRM platforms are created equal. And given the CRM is the foundation for many positions such as BDC, Sales Consultant, Sales Managers, Service, Equ…
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Top Reasons to Have An Onboarding Process!

by Derrick Woolfson Apr 23, 2018

Top Reasons to Have An Onboarding Process!

by Derrick Woolfson Apr 23, 2018
Having an onboarding program for any of the positions within your dealership can not only save hundreds of thousands of dollars. It can also significantly …
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Too Much is Too Much! Top Reasons Less is More

by Derrick Woolfson Apr 16, 2018

Too Much is Too Much! Top Reasons Less is More

by Derrick Woolfson Apr 16, 2018
If you your website has more options than a dinner menu (without sharing actual information) you might have too much going on. Sure, we like options. …
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Reviews Don't Write Themselves!

by Derrick Woolfson Apr 9, 2018

Reviews Don't Write Themselves!

by Derrick Woolfson Apr 9, 2018
Having a 1000k+ reviews is a huge accomplishment! It is something to admire, really. However, what is more important is that you are continuing t…
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Turn Time: Top Reasons to Keep it Moving!

by Derrick Woolfson Apr 2, 2018

Turn Time: Top Reasons to Keep it Moving!

by Derrick Woolfson Apr 2, 2018
It is not uncommon for the sales manager to put the pressure on the service manager to get the vehicle through the shop. Knowing that for every additi…
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Top Things to Consider When Creating an Email Campaign

by Derrick Woolfson Mar 26, 2018

Top Things to Consider When Creating an Email Campaign

by Derrick Woolfson Mar 26, 2018
A little over a year ago I wrote  Emails are Here to Stay. To this day, email marketing is still relevant and an integral part of marketing. However, …
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Top Reasons to Avoid Buzz Words: aka "Dear Valued Customer"

by Derrick Woolfson Mar 19, 2018

Top Reasons to Avoid Buzz Words: aka "Dear Valued Customer"

by Derrick Woolfson Mar 19, 2018
Dear valued customer.  Okay, let’s back-up one step. For those that receive emails or letters that say “dear valued customer” d…
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There's A Line for That: Top Reasons to use Local Provisioned Lines!

by Derrick Woolfson Mar 11, 2018

There's A Line for That: Top Reasons to use Local Provisioned Lines!

by Derrick Woolfson Mar 11, 2018
In a recent blog post, I discussed the importance of listening to your team's phone calls. The idea that it can assist us in working with our empl…
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OEM Leads: The Good. The Bad & The Ugly

by Derrick Woolfson Mar 11, 2018

OEM Leads: The Good. The Bad & The Ugly

by Derrick Woolfson Mar 11, 2018
Lead generation remains a hot topic as it should! However, the issue itself has not evolved much. Wherein, the same answer is offered - noting that Dealer…
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Email Overload. Stop Over Sending!

by Derrick Woolfson Mar 5, 2018

Email Overload. Stop Over Sending!

by Derrick Woolfson Mar 5, 2018
There is nothing (I mean nothing) more annoying to a customer than getting multiple - pointless - emails both before and after their services. Not to menti…
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Booking the First Service Appointment: Top 3 Things to Review

by Derrick Woolfson Feb 26, 2018

Booking the First Service Appointment: Top 3 Things to Review

by Derrick Woolfson Feb 26, 2018
There have been some great conversations highlighting the importance of scheduling the first service appointment. Posing the age old question who schedules…
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Top Reasons to Listen to Your Calls!

by Derrick Woolfson Feb 19, 2018

Top Reasons to Listen to Your Calls!

by Derrick Woolfson Feb 19, 2018
Customer service is vital. We get that. But one thing we might not notice or suspect as much is the very fact that not everyone has proper phone etiquette.…
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Top Reasons to Avoid Conquesting in Service

by Derrick Woolfson Feb 12, 2018

Top Reasons to Avoid Conquesting in Service

by Derrick Woolfson Feb 12, 2018
Contrary to the title conquesting in service can, in fact, increase revenue. However, merely increasing revenue can not only be short-lived, but it ca…
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Does Your Brand Experience Meet the Customers Expectations? Top 3 Ways to Make it Happen!

by Derrick Woolfson Feb 5, 2018

Does Your Brand Experience Meet the Customers Expectations? Top 3 Ways to Make it Happen!

by Derrick Woolfson Feb 5, 2018
The Auto Industry is a world of its own. A world within the franchise arena. Yet each and every store has its own understanding, methods, and perspect…
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Texting - The Good, Bad & Ugly Part Two: Where are the OEM's?

by Derrick Woolfson Jan 29, 2018

Texting - The Good, Bad & Ugly Part Two: Where are the OEM's?

by Derrick Woolfson Jan 29, 2018
The market for texting is still widely unknown, and what is known is held by the dealers who are either allowing their consultants to use their device…
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Top Reasons It's Time to Breakup With Your Vendor

by Derrick Woolfson Jan 22, 2018

Top Reasons It's Time to Breakup With Your Vendor

by Derrick Woolfson Jan 22, 2018
Vendor relationships are business, and while that is not to say that relationships develop with the people you work with - at the end of the day, it is abo…
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Trust Isn't Limited to Just Offering Pricing & Services Online

by Derrick Woolfson Jan 15, 2018

Trust Isn't Limited to Just Offering Pricing & Services Online

by Derrick Woolfson Jan 15, 2018
Trust is imperative as it offers the customer the peace of mind that they have made the right decision regarding the servicing of their vehicle. And while …
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Customer Appreciation Days: In or Out?

by Derrick Woolfson Jan 8, 2018

Customer Appreciation Days: In or Out?

by Derrick Woolfson Jan 8, 2018
Who doesn’t like to feel appreciated? It doesn’t seem unreasonable to want to appreciate our customers, right?  Especially the ones who co…
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Status Updates! Keeping the Customer Informed in Service!

by Derrick Woolfson Jan 2, 2018

Status Updates! Keeping the Customer Informed in Service!

by Derrick Woolfson Jan 2, 2018
Patience is a virtue. A virtue that many of us have trouble with including myself. And there is nothing more annoying than not knowing what the status is o…
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2017 In Review: 5 of the Top Conversations

by Derrick Woolfson Dec 25, 2017

2017 In Review: 5 of the Top Conversations

by Derrick Woolfson Dec 25, 2017
2017 was full of surprises, twists & turns. All of which offered a year full of new ideas and perspectives. Everything from email marketing in both sal…
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Merge or Not to Merge: Top Reasons to Merge Leads

by Derrick Woolfson Dec 18, 2017

Merge or Not to Merge: Top Reasons to Merge Leads

by Derrick Woolfson Dec 18, 2017
The CRM is vital to a dealerships growth and development. Housing all of the transactional data. Everything from leads, sold customers, unsold customers, a…
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Service Appointments: Top Ways to Avoid Exiting Without Booking!

by Derrick Woolfson Dec 11, 2017

Service Appointments: Top Ways to Avoid Exiting Without Booking!

by Derrick Woolfson Dec 11, 2017
When is the last time you reviewed your analytics to see how many appointments were scheduled online for service? Making sure the advisor completes the app…
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A Tentative Appointment is Not an Appointment: Top Reasons to Avoid this Approach

by Derrick Woolfson Dec 4, 2017

A Tentative Appointment is Not an Appointment: Top Reasons to Avoid this Approach

by Derrick Woolfson Dec 4, 2017
The goal is to book an appointment converting the phone-ups and internet leads into showroom visits. That goal, though can be hindered when the mindset of …
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Top Reasons Not to Wash Your Customers Vehicle for Free

by Derrick Woolfson Nov 27, 2017

Top Reasons Not to Wash Your Customers Vehicle for Free

by Derrick Woolfson Nov 27, 2017
If you offer a free car wash for your customer and the OEM asks that question on their post-service survey - it’s probably a good idea to wash their …
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Top Reasons to Plan Your Fixed-Op's Based on Sales Numbers

by Derrick Woolfson Nov 20, 2017

Top Reasons to Plan Your Fixed-Op's Based on Sales Numbers

by Derrick Woolfson Nov 20, 2017
Sales have a direct correlation to the volume of units that pass through service on a daily basis. So as you are planning for year-end and are looking to p…
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Top Reasons to Focus On Selling Parts & Accessories

by Derrick Woolfson Nov 13, 2017

Top Reasons to Focus On Selling Parts & Accessories

by Derrick Woolfson Nov 13, 2017
Part & Accessories sales are not just transactions meant for repairs.  So few customers though are educated on what is offered online at the time …
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What Has Your BDC Done?

by Derrick Woolfson Nov 6, 2017

What Has Your BDC Done?

by Derrick Woolfson Nov 6, 2017
BDC in the simplest form simply means Business Development Center. A department that is placed in the center of the business that develops business th…
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Are You Using Internal RO's to Hit Your Numbers?

by Derrick Woolfson Oct 30, 2017

Are You Using Internal RO's to Hit Your Numbers?

by Derrick Woolfson Oct 30, 2017
We are all trying to hit our year-end numbers. And Internal RO’s are not a new topic. In fact, it is often a heated discussion that the fixed-ops and…
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DSES 2017 - It's Not Just for the Executives

by Derrick Woolfson Oct 26, 2017

DSES 2017 - It's Not Just for the Executives

by Derrick Woolfson Oct 26, 2017
Driving sales Executive Summit isn’t just for the top level executives. It's also for the influencers. The ones that are working on the deal…
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Top Reasons to Avoid the Coin-Operator State of Mind: Machines Don't Have Emotions

by Derrick Woolfson Oct 16, 2017

Top Reasons to Avoid the Coin-Operator State of Mind: Machines Don't Have Emotions

by Derrick Woolfson Oct 16, 2017
There is no doubt that money motivates many (not all) people. That said, the way you drive the advisor, however, should not be from the perspective of &ldq…
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5 Things to Review in the Last Quarter: Avoiding Plan C

by Derrick Woolfson Oct 9, 2017

5 Things to Review in the Last Quarter: Avoiding Plan C

by Derrick Woolfson Oct 9, 2017
Another year has come and gone. The industry has seen ebbs and flows in business, and the service lane remains the dealers highest earning asset. As the ye…
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Top Reasons Mystery Shops Don't Work

by Derrick Woolfson Oct 2, 2017

Top Reasons Mystery Shops Don't Work

by Derrick Woolfson Oct 2, 2017
Phone call quality is incredibly important, right? I mean the way your service advisor answers the phone - handling the customer - shapes the way the …
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Dude, Where's My Car?

by Derrick Woolfson Sep 25, 2017

Dude, Where's My Car?

by Derrick Woolfson Sep 25, 2017
We have all been there one time or another. That moment of sheer panic as we can’t seem to find our car. As we scour all through the parking lot - sw…
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Top Reasons You Need A Social Media Policy

by Derrick Woolfson Sep 18, 2017

Top Reasons You Need A Social Media Policy

by Derrick Woolfson Sep 18, 2017
Having a Social Media account is more than just adding photos, videos, or curating collective, effective content. Social media accounts develop, define, an…
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Are You Plugged In? Top Reasons You Need to Join the EV Conversation!

by Derrick Woolfson Sep 11, 2017

Are You Plugged In? Top Reasons You Need to Join the EV Conversation!

by Derrick Woolfson Sep 11, 2017
OEM’s are continuing to develop Electric Vehicles, and while they are not dominating the market quite yet - it is important to take note on how …
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5 Things You Shouldn't Have to Promise: Just Do it

by Derrick Woolfson Sep 4, 2017

5 Things You Shouldn't Have to Promise: Just Do it

by Derrick Woolfson Sep 4, 2017
The following Five golden rules should not have to be a promise made to your customer. Rather it should just be a part of your daily process in the servic…
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5 Reasons Your Mobile Service Marketing Isn't Working

by Derrick Woolfson Aug 28, 2017

5 Reasons Your Mobile Service Marketing Isn't Working

by Derrick Woolfson Aug 28, 2017
  With the trends focused on increased mobile usage, it is important to note that with these trends come changes in how the customer *expects*…
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Live Chat for Auto Dealerships: Why It's a Must-Have for Your Service Department

by Derrick Woolfson Aug 21, 2017

Live Chat for Auto Dealerships: Why It's a Must-Have for Your Service Department

by Derrick Woolfson Aug 21, 2017
Chat is nothing new to the industry. It is has been around for some time. Yet so many Dealers are still getting it wrong. Causing dealers to have a bad ta…
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Top Reasons You Should Respond to Negative Reviews

by Derrick Woolfson Aug 14, 2017

Top Reasons You Should Respond to Negative Reviews

by Derrick Woolfson Aug 14, 2017
There are two sides to every story. We live in a world where the customer is not always right. However, we know first-hand that it is ingrained into our mi…
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What is Your Brand?

by Derrick Woolfson Aug 7, 2017

What is Your Brand?

by Derrick Woolfson Aug 7, 2017
A brand is more than just your OEM’s logo slapped on the website or POP Marketing. In fact, customers know who your manufacturer is, but do they know…
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Top Ways to Brand Your Service Center With Reviews

by Derrick Woolfson Jul 31, 2017

Top Ways to Brand Your Service Center With Reviews

by Derrick Woolfson Jul 31, 2017
Branding your Service Center is more than just having a “why service here” video on your website touting that you have OEM certified techs. Cu…
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Are You Selling Service Contracts in the Lane?

by Derrick Woolfson Jul 24, 2017

Are You Selling Service Contracts in the Lane?

by Derrick Woolfson Jul 24, 2017
Several dealers reported record months in the service drive. With a record number of RO’s hitting the lanes each day, it is a gold mine for selling s…
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Top Reasons You Should Extend Your Hours

by Derrick Woolfson Jul 17, 2017

Top Reasons You Should Extend Your Hours

by Derrick Woolfson Jul 17, 2017
There are a lot of costs associated with extending hours. However, with fixed-ops being the dealer's life line and main money maker, it seems like a no…
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Are We Still Talking About Leads?

by Derrick Woolfson Jul 12, 2017

Are We Still Talking About Leads?

by Derrick Woolfson Jul 12, 2017
All we ever talk about - it seems - is response time, engagement rate, closing rate, set-rate, show-rate the list goes on. And while I am not saying that t…
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Are Your Specials Hurting Your Goals?

by Derrick Woolfson Jul 10, 2017

Are Your Specials Hurting Your Goals?

by Derrick Woolfson Jul 10, 2017
Tired of not hitting your monthly goals? Frustrated that your specials aren't adding enough to the bottom line?  Now Imagine if you had an ap…
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5 Ways to Hit Your Monthly Service Goals

by Derrick Woolfson Jul 3, 2017

5 Ways to Hit Your Monthly Service Goals

by Derrick Woolfson Jul 3, 2017
There is nothing better than hitting your financial goals in the service department! Especially considering that fixed-op's is the dealerships money ma…
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Top Reasons You Should Have Service Pricing Online

by Derrick Woolfson Jun 26, 2017

Top Reasons You Should Have Service Pricing Online

by Derrick Woolfson Jun 26, 2017
We have all been there - that is trying to get a repair estimate, but are unable to find the pricing online!  And good luck calling the Service Center…
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5 Ways to Run a Successful X-Change Program

by Derrick Woolfson Jun 19, 2017

5 Ways to Run a Successful X-Change Program

by Derrick Woolfson Jun 19, 2017
It is no secret that your service customers are valuable! And while there is a lot of debate on what the best practices are for “X-Change” prog…
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Top 5 Reasons Your Advisors Need Training

by Derrick Woolfson Jun 12, 2017

Top 5 Reasons Your Advisors Need Training

by Derrick Woolfson Jun 12, 2017
In recent months the OEM has set new standards using KPI’s, which have set a new tone with the survey. Giving the dealer the dealer a new means of se…
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This is the Right Service Lane, Right?

by Derrick Woolfson Jun 5, 2017

This is the Right Service Lane, Right?

by Derrick Woolfson Jun 5, 2017
We have all been there - well, those who haven’t are lucky or have done some seriously good research -  and booked a reservation online because …
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Top Reasons Why You Should Offer Payments Online

by Derrick Woolfson May 26, 2017

Top Reasons Why You Should Offer Payments Online

by Derrick Woolfson May 26, 2017
Convenience is a luxury. A luxury that many people seek. So why then haven’t we offered a simple solution that not only gives into the customer's…
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Texting - The Good, Bad & Ugly

by Derrick Woolfson May 22, 2017

Texting - The Good, Bad & Ugly

by Derrick Woolfson May 22, 2017
Texting is an integral part of business whether we like it or not. Texting is also not relevant solely because it's what Millennials want, either. In f…
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Top 5 Ways to Be Competitive in Pricing

by Derrick Woolfson May 22, 2017

Top 5 Ways to Be Competitive in Pricing

by Derrick Woolfson May 22, 2017
The profit margins in the service lane remain high and are every dealer's biggest asset. Yet to maintain the profits we have to be competitive with pri…
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iPads in the Service Lane

by Derrick Woolfson May 15, 2017

iPads in the Service Lane

by Derrick Woolfson May 15, 2017
In recent months, our OEM has been pushing the use of tablets in the service lane. Handling everything from the walk around, explanation of services, and c…
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Top Ways Your Service Advisor is Hurting Your DMS

by Derrick Woolfson May 8, 2017

Top Ways Your Service Advisor is Hurting Your DMS

by Derrick Woolfson May 8, 2017
The DMS is the main house that stores all of your customer's information. Information that is used by all of the vendors you work with. Yet, the most i…
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5 Things Your Service Customer Isn't Telling You

by Derrick Woolfson May 1, 2017

5 Things Your Service Customer Isn't Telling You

by Derrick Woolfson May 1, 2017
Customers - just like the advisors - often think one thing and say another. To alleviate the guessing games and unnecessary drama here are the top five thi…
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There's an Excel Sheet for That!

by Derrick Woolfson Apr 24, 2017

There's an Excel Sheet for That!

by Derrick Woolfson Apr 24, 2017
Reporting is essential for understanding what your ROI is, right? So why then are we wasting several hours of your managers time creating reports (using Ex…
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Recalls = Money

by Derrick Woolfson Apr 17, 2017

Recalls = Money

by Derrick Woolfson Apr 17, 2017
Recalls are easy money, right? Several dealers are already taking advantage of recalls as a means of up-selling other services. Including the sale of a new…
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Your Plumber is your Doctor?

by Derrick Woolfson Apr 10, 2017

Your Plumber is your Doctor?

by Derrick Woolfson Apr 10, 2017
People (and yes, *many* not just the millennials) will forgo their favorite store to save a few dollars - so why do you expect service customers not to? …
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Linked?

by Derrick Woolfson Apr 3, 2017

Linked?

by Derrick Woolfson Apr 3, 2017
Service Appointment Integration - how does your DMS connect with the CRM?  do you use another form of software? If so, how do they connect? Do you hav…
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What Are They Saying About You?

by Derrick Woolfson Mar 27, 2017

What Are They Saying About You?

by Derrick Woolfson Mar 27, 2017
Reviews and social presence are an integral part of doing business in the digital world we live in. Collecting those reviews, however, is the challenging p…
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Videos Still Work, Right?

by Derrick Woolfson Mar 20, 2017

Videos Still Work, Right?

by Derrick Woolfson Mar 20, 2017
      There have been several rounds of conversation in regards to videos. Namely, videos are the new it factor when it comes t…
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Thank You. No, But Thank You!

by Derrick Woolfson Mar 13, 2017

Thank You. No, But Thank You!

by Derrick Woolfson Mar 13, 2017
      How many Thank You’s is enough? Do we say thanks so much that we become desensitized to what “thank you&rdquo…
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Appointment!

by Derrick Woolfson Mar 6, 2017

Appointment!

by Derrick Woolfson Mar 6, 2017
      There is a lot of conversation surrounding the appointment. Namely, how to ask for the appointment when corresponding via…
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No Response?

by Derrick Woolfson Feb 27, 2017

No Response?

by Derrick Woolfson Feb 27, 2017
      I am not sure what’s worse the customer reading an email and not responding or not reading your specially written e…
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Emails Are Here to Stay!

by Derrick Woolfson Feb 20, 2017

Emails Are Here to Stay!

by Derrick Woolfson Feb 20, 2017
      Have you ever found yourself writing what you think to be an incredible email to only realize that the lead did not have …
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New Month. Same Coupons. It Works Right?

by Derrick Woolfson Feb 13, 2017

New Month. Same Coupons. It Works Right?

by Derrick Woolfson Feb 13, 2017
      Using the same coupons every month works, right? I mean Bed Bath & Beyond does it - so why can’t we? Showing…
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Responsive ? Now Let’s Everybody PINCH & ZOOM!

by Derrick Woolfson Feb 6, 2017

Responsive ? Now Let’s Everybody PINCH & ZOOM!

by Derrick Woolfson Feb 6, 2017
      How many service appointments does your dealer average on any given month? Chances are you might be missing appointments!…
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Loyalty

by Derrick Woolfson Jan 30, 2017

Loyalty

by Derrick Woolfson Jan 30, 2017
I do not want to keep a loyal customer said no one ever! Somehow, though, dealers fall short of creating, implementing, and executing a successful loyalty …
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OP-CODES?

by Derrick Woolfson Jan 23, 2017

OP-CODES?

by Derrick Woolfson Jan 23, 2017
      At one time or another, we are all (assumably) guilty of running the same service specials online month to month. Asking …
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Take me off the List!

by Derrick Woolfson Jan 16, 2017

Take me off the List!

by Derrick Woolfson Jan 16, 2017
      The last thing a dealer wants to hear is “take me off of your marketing list.” Each and every time you get th…
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Health Exam?

by Derrick Woolfson Jan 9, 2017

Health Exam?

by Derrick Woolfson Jan 9, 2017
      January is full of resolutions, which often fail because there were either too many resolutions or there wasn’t eno…
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Free. What It Is It Good For?

by Derrick Woolfson Dec 30, 2016

Free. What It Is It Good For?

by Derrick Woolfson Dec 30, 2016
      Is a free oil change the only way of getting customers to return to your dealership? If so, chances are you have other un…
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Paid Fixed-Op's Advertising?

by Derrick Woolfson Dec 22, 2016

Paid Fixed-Op's Advertising?

by Derrick Woolfson Dec 22, 2016
With the cost of marketing in sales rising in turn offering dealer’s thinner profit margins – is service the way to capture new business by…
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Service BDC?

by Derrick Woolfson Dec 19, 2016

Service BDC?

by Derrick Woolfson Dec 19, 2016
Fixed-Op’s arguably is the one department that keeps the dealer afloat absorbing the costs to run a dealership. It is also the one department that se…
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10 Minutes & the Unforgettable Twitter War!

by Derrick Woolfson Dec 12, 2016

10 Minutes & the Unforgettable Twitter War!

by Derrick Woolfson Dec 12, 2016
        Waiting in line is fun said no one ever. So if we do not like waiting in line ourselves then what makes us thin…
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Fixed Ops Marketing - Traditional Or Digital?

by Derrick Woolfson Dec 5, 2016

Fixed Ops Marketing - Traditional Or Digital?

by Derrick Woolfson Dec 5, 2016
Are mailers just as good or better than digital advertising? That was a question up for discussion recently. The notion that our customers become desensiti…
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1000k Miles. 1000k in Savings. - oh, wait what about service?

by Derrick Woolfson Nov 18, 2016

1000k Miles. 1000k in Savings. - oh, wait what about service?

by Derrick Woolfson Nov 18, 2016
It is safe to say that servicing their new vehicle is not on the top of consumers’ minds during the buying process. That is not to say that s/he…
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