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Best Practices

Dealership driven by standard operating procedures

In the minds of customers and employees at Fitzgerald Auto Malls, the FitzWay is shorthand for the company's detailed quality policy, painstakingly developed more than 14 years ago. But underpinning that policy is the dealership's adherence to the ISO 9001 quality management standard.

Best Practices Digital Edition Best Practices Supplement
Our Best Practices and Next Practices supplements explore success stories of auto dealers around the country who have implemented best practices within their dealerships.

Muscle cars do the heavy lifting

Pennsylvania dealerships' annual car show builds brand recognition while raising money for a heartwarming charitable cause.

MORE BEST PRACTICES NEWS VIDEO DEALER AWARDS
Retailer prioritizes female service providers

At Carter Myers Automotive, 18 of 40 service advisers — 45 percent — are women. That puts the retailer well beyond its peers, and the dealership group is reaping benefits in parts-and-service sales and customer outreach.

Dealer engineers own auctions

Blaise Alexander Family Dealerships opened its own weekly auction to wholesale its excess used cars and trade-ins, saving fees and earning extra revenue.

Conn. dealership group teaches cyber security

An online phishing simulation at a Connecticut dealership group reveals a disconcerting result: A fair number of employees aren't as wary as they should be about emails -- especially if those emails look authentic.

Colo. Nissan dealer goes all in on the Leaf

A Colorado Nissan dealership amps up electric vehicle sales via a well-trained sales force and marketing alliances with local companies, aimed at getting consumers in an electric state of mind.

Would you like fries with that EcoSport?

After an $8 million makeover, the main attraction at Marcotte Ford in Holyoke, Mass., is LugNutz Cafe. The full-fledged diner, which serves breakfast and lunch Monday through Saturday, has driven sales and improved morale within the company, dealership leaders say.

UPDATED: 8/14/18 10:56 am ET - corrected
Waze routes more service work to Kia store

The suburban Cleveland store has used Waze to assist in increasing service and repair leads 57 percent in the last year through targeted marketing and advertising with the GPS app.

Maryland dealership upends sales model

Officials at Priority 1 Automotive Group say they're confident the no-haggle system, paired with a new digital storefront and a laser focus on customer satisfaction, will boost results.


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