Caramel latte, extra hot, extra shot, soya milk, large, blueberry muffin, you’ll pay by contactless and eat in, except on Monday’s when you’ll take-away – no receipt thanks. If you’re a regular...

By Alisdair Suttie  It would be easy to sit back on your laurels when you run the most profitable Audi dealership in the UK network, but that’s not the way they think at John Clark Motor Group....

Our Agenda story focusing on over the air (OTA) updates for tech-heavy new cars poses a few challenges for auto retailers. The story might have its origins in the US, but the prospect of being left...

Okay, whoever said that millennials weren’t interested in cars was lying. Maybe that’s a slight exaggeration, but all the scare stories in recent times predicting empty showrooms but a booming trade...

It’s that time of the year again. Cue excited and, possibly, excitable, buyers and a (hopefully) well-oiled team ensuring that the day runs smoothly. There’s no doubt that the twice yearly new...

It should come as no surprise that millennial-era buyers are more tech-savvy than most. However, as outlined in our news story here it’s even surprise to me that young prospective car buyers...

As part of an efficiency drive, used car auto retailer The Car People has invested in a new telecoms system for its Wakefield head office, and rolled out technology updates at its Sheffield-located...

With the way the industry is evolving, looking back over the last year seems a little pointless. The last few months alone have seen countless stories detailing advances in online retailing and...

The phrase ‘brand ambassador’ is a broad term. It’s often used for celebrity endorsers but it also applies to real world customers and to staff, which is where I believe the most worth lies. A...

PROPERTY REPORT HIGHLIGHTS REQUIREMENT SLOWDOWN AUTO RETAIL NETWORK TO LAUNCH 2015 WEBSITE REPORT TALENT SHORTAGE A THREAT TO UK ECONOMY NEW BOSS FOR TWO SCOTTISH NISSAN DEALERSHIPS TOP 100 COMPANIES...

For the third week in a row I’ve been talking about what constitutes a premium service experience with a carmaker. This week it’s been Honda, which is currently looking at how to handle customers...

It was my pleasure to attend Auto Trader’s Click Awards this week and congratulations to all the winners and finalists, particularly the ‘Ultimate Digital Group’ winner; Arnold Clark....

Speaking at the NADA Convention this year, David Martin of the Mar-Kee Group and the NADA Academy’s Robert Atwood outlined ten ways to improve profitability in the service department. They argued...

One lucky customer at Mercedes-Benz of Chelmsford got more than they bargained for when picking up their new car recently. Unbeknown to his wife Beverley, Paul Speirs had arranged to replace her...

To customers, a retailer must work as one. If the gaps start to show between the efforts of one department and another to deliver good service, then there’s a problem. Let me explain precisely what...

Experts are warning retailers that 24-hour customer service may become a necessity after a British Airways customer used a paid, promoted, tweet on social media platform Twitter, to complain about...

Three Vindis Group retailers in Cambridge have unveiled an innovative new courtesy bike scheme for service customers. They are offering the use of an all-new battery-powered bike as an alternative to...

The growing trend of showrooming is highlighting the need for car retailers to adopt a strategy for dealing with customers who compare products and prices on their smartphones while browsing a...

From a customer’s perspective, your dealership is generally viewed as a single entity, when in reality it is a number of different businesses under one roof, all of which add complexity to running a...

Rybrook Warwick has won the title of best BMW aftersales operation in the world, ahead of dealerships from Dubai and Japan in the final three. Dealer principal Lee Beacon collected the trophy at...