When Your Service Department Falls Apart Every Time You Leave the Building

by angied | May 6, 2026 | Service

If your dealership’s service department only runs when you’re standing in it, you don’t have a service department. You have a single point of failure with a good attitude. That’s not a hiring problem. It’s a system problem. And the...

Why Are Customers Frustrated at Your Parts Counter? (And What to Do About It)

by angied | Apr 15, 2026 | Ask Sara Hey, Parts

“My parts counter customers always seem frustrated during busy season. What do I do?” I get questions from dealers every single week, and this one comes up more than almost anything else. “Sara, we are right in the middle of our busy season and it...

I Have a Customer List. I Just Don’t Know What to Do With It.

by angied | Apr 9, 2026 | Ask Sara Hey, Marketing

A dealer in North Dakota named Allen sent me this question a few weeks ago: “Sara, I know I should be marketing to my past customers. I just don’t know where to start. Our data is everywhere: old systems, spreadsheets, you name it. Honestly, I’m...

Your Parts Counter Has a Dirty Little Secret. It’s Called Fill Rate.

by angied | Mar 11, 2026 | Parts

Let Me Paint You a Picture A customer walks up to your parts counter. They need one part. Your counter person looks it up, checks the shelf, and delivers the four words that make every dealer cringe: “We’ll have to order that.” The customer nods...

Your Service Department Is About to Get Slammed. Are You Ready?

by angied | Mar 4, 2026 | Service, Training

Season is coming. You know it. I know it. And so does every customer who stored their unit all winter, never serviced it, and is now showing up at your door in full crisis mode — like you personally are responsible for the fact that they didn’t deal with it in...