Dealership Fundamentals

The Five Fundamentals of Dealership Success – An introduction

When things get this tough, it’s tempting to chase silver bullets. New tech platforms, dramatic restructures, radical new marketing plans, all pitched as instant fixes. But after decades in the industry and hundreds of dealership conversations later, one truth stands firm: long-term success is never about the latest shortcut. It’s about getting the fundamentals right, consistently. We call them the Five Fundamentals of Dealership Success. They aren’t flashy. They aren’t new. But in this market, they’re more relevant and more powerful, than ever: Cash Flow Management – because profitability means nothing if you run out of cash. Key Staff Retention – your people are your real competitive edge, especially in a tight labour market. Customer Care – loyalty is earned, not assumed.  An investment not a cost. Fixed Operations – the often under leveraged profit centre that can power your

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Automotive

Surviving and Thriving in the Australian Auto Industry

SURVIVING AND THRIVING IN THE AUSTRALIAN AUTO INDUSTRY (And why doing “what we’ve always done” just doesn’t work anymore) Margins are tighter. Costs are rising. And with **more than 80 brands** now competing in the Australian market, the pressure is relentless. Many dealerships are running lean…but not necessarily smarter. Here’s what we’re seeing and hearing: ·      Staff turnover stripping away experience ·      Process discipline eroding ·      Sales, Service, and Finance & Insurance working in silos ·      Enquiries slipping through the cracks (despite having all the tech) But it’s not all doom and gloom. Tough markets force clarity. They strip out noise, and for dealers willing to re-anchor around the fundamentals, this is a chance to lead stronger than ever. That’s why we’ve launched Walking in Your Shoes – Lessons in Real World Dealership Leadership. Written by Derek McIlroy and Greg Officer, co-owners of Fusion

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Automotive

Walking in your Shoes – An Introduction

Walking in your Shoes is a weekly blog for Australian motor dealers, written by former dealers who understand the real-world challenges you face. Each short post tackles ongoing and emerging issues—from margin pressure and rising costs to staff turnover and lost dealership expertise—with practical insights from people who have been in your shoes. In today’s changing market, staying ahead means staying grounded.

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The Hidden Cost of Poor Training in Dealerships: Why New Staff Fail and How to Fix It
Automotive

The Hidden Cost of Poor Training in Dealerships: Why New Staff Fail and How to Fix It

In today's competitive automotive market, developing in-house sales talent has become crucial for dealerships. While many prefer this approach over hiring experienced salespeople from competitors, the high attrition rate among new sales recruits remains a persistent challenge. Understanding why this happens—and how to fix it—can transform your dealership's hiring success rate. The Real Challenge: Beyond Initial Onboarding Most dealerships face two critical hurdles in their training process: Ineffective recruitment and induction procedures Insufficient ongoing support and development While both factors matter, our research shows that the second issue typically causes more damage. Many dealerships invest heavily in initial onboarding but fall short in providing continuous development opportunities—essentially setting their new hires up for failure. Why Traditional Training Methods Fall Short The Current Approach Most dealerships follow a standard pattern: Basic onboarding (company policies, introductions, basic procedures) Handoff to Sales Managers

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Transforming Customer Service: Key Strategies for Retail Success
Automotive

Transforming Customer Service: Key Strategies for Retail Success

In today's retail landscape, exceptional customer service has become more crucial than ever. With the rise of e-commerce and changing consumer expectations, traditional retailers must elevate their customer service to create memorable experiences that drive loyalty and sales success. Modern customers expect seamless interactions across all channels - whether in-store, online, or through mobile apps. Retailers should implement unified customer service systems that track customer interactions across all channels and provide consistent service quality regardless of the channel. Here are 5 comprehensive strategies that modern retailers can implement to enhance their customer service. Implement Proactive Customer Service Measures Train employees to be empathetic and patient with customers Employees are the face of the brand, and their interactions with customers play a significant role in shaping the customer experience. Retailers should invest in training their employees to be empathetic and patient

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