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Ken Hite

Ken Hite Senior Vice President Enterprise Sales/Business Development

Ken Hite Blog Posts

Why Do Service Customers Defect From The Franchise Dealer?

Why Do Service Customers Defect From The Franchise Dealer?

I routinely see OEMs and franchise dealers trying many different advertising strategies, messaging, promotions, discounted services, give-aways, etc., all …

Is The Auto Industry Listening To The Consumer?

Is The Auto Industry Listening To The Consumer?

Everyone understands, or at least I hope they do, that the auto industry is changing rapidly and dramatically. The biggest hurdle for OEMs and their f…

RedCap Launches new API for Out-of-Store Service Valet and Recall Experiences

RedCap Launches new API for Out-of-Store Service Valet and Recall Experiences

http://www.military-technologies.net/2017/03/14/redcap-launches-new-api-for-out-of-store-service-valet-and-recall-experiences-2/ …

The Dealer and His Sales Department are Responsible for Service Retention...What?

The Dealer and His Sales Department are Responsible for Service Retention...What?

How do you expect your service department to improve upon their service retention indexes when 50-75% of your new/pre-owned units sold are never going to s…

You Sold 300 Units For The Month, Yet Your Service Department Continues To Struggle...

You Sold 300 Units For The Month, Yet Your Service Department Continues To Struggle...

It starts every Friday night; Dealer, GM and GSM calling the store to see how many units they got out and what's the gross? This process is repeated th…

"I Don't Have A Service Retention Problem"

"I Don't Have A Service Retention Problem"

Every dealer in the country has a service retention problem. Even luxury brands are losing a high percentage of their customers. The top luxury brands sell…

Service Customers Spend More at Your Dealership When....

Service Customers Spend More at Your Dealership When....

Dealers utilizing Pick-up & Delivery with loaner experience a much higher customer spend in dollars per RO, versus consumers bringing their vehicle int…

Let's Address The Elephant In The Room...Service Retention

Let's Address The Elephant In The Room...Service Retention

Franchise Dealers have the opportunity to earn hundreds of thousands in financial compensation from their OEM, assuming the dealer's service retention …

I Won't Bring My Car In For Service Unless....

I Won't Bring My Car In For Service Unless....

As a consumer, I have many options when it comes to servicing my vehicle. There are a few criteria that will determine whether you win my business or not. …

Fixed Operations: The Dealers Last Stand or Renewed Opportunity?

Fixed Operations: The Dealers Last Stand or Renewed Opportunity?

It's easy to make a compelling argument that franchise auto dealers are at significant risk of going through a serious downturn, very similar to big bo…

What Do Consumers Think About Service Customer Pick-up & Delivery?

What Do Consumers Think About Service Customer Pick-up & Delivery?

The consumer is the life-blood of any business, and franchise auto dealers must implement consumer centric solutions that will encourage consumers to condu…

Auto Industry Views Service Customer Pick-up and Delivery as Essential to Retention

Auto Industry Views Service Customer Pick-up and Delivery as Essential to Retention

There will be about 350 Genesis dealers to start nationwide, but Raphael says the plan is that most buyers will seldom need to visit them. He says his goal…

Your Service Department's Strategy for 2017 and Going Forward

Your Service Department's Strategy for 2017 and Going Forward

There are a few critical areas that Fixed Operation Directors need to focus upon to ensure your service departments are prepared for 2017 and beyond. …

Are Service Departments Failing Consumers and Employees?

Are Service Departments Failing Consumers and Employees?

We have all read about employee turnover, and the challenges the industry faces with hiring needs. A recent article in Automotive News cited "Two of e…

Every Service Department in the Country Faces These Challenges Daily

Every Service Department in the Country Faces These Challenges Daily

Lack of Customers in your Service Drive...The Right Customers Too Many Late Model Recall Units Declining Dollars per RO Too Many "Waiters&quo…

Have Dealer Discounts Gone Too Far?

Have Dealer Discounts Gone Too Far?

Dealer discounting for both service and sales have gone entirely too far. This discussion will focus upon service, and we'll address sales in our next …

Selling Cars Is So Easy...Providing Dealers Deliver What Consumers Want

Selling Cars Is So Easy...Providing Dealers Deliver What Consumers Want

Consumers seek convenience in every aspect of their lives, inclusive of shopping for a new car. Consumers are very busy, and simply don't have time to …

Automotive Service Customer Testimonials Speak Volumes

Automotive Service Customer Testimonials Speak Volumes

Is your dealership convenient for consumers to conduct business with? Industry wide, the answer is a resounding "no". Service customers wouldn&#3…

Highline Dealers; How Do You Deliver The Best Service Experience?

Highline Dealers; How Do You Deliver The Best Service Experience?

According to J.D. Power's 2016 CSI study, the key areas that dealers need to pay specific attention to are... Wait Time: Consumers are willing to…

What Happens When Recalls Slow?

What Happens When Recalls Slow?

The majority of service departments are busy today, I've even heard "I don't need any more business", and that comment is concerning. Ser…

"Here’s a Good Indication of How Much People Hate Car Dealerships"

"Here’s a Good Indication of How Much People Hate Car Dealerships"

"If it were possible and practical, most people would never set foot in a car dealership when purchasing a vehicle." The title of this post, a…

Is Express Service Truly Necessary?

Is Express Service Truly Necessary?

It's easy to make a case for "no." Consumers connotate "express service" with an hour or less. Unfortunately, too many consumers ex…

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