Articles by Bob Clements

How a Triage Process Can Reduce Chaos in the Service Department

By Bob Clements and Sara Hey posted on December 6, 2021 | Posted in Best Practices

What is triage and what does it have to do with your service department? In this video, Bob Clements and Sara Hey from Bob Clements International explain how having a triage process in place can help reduce chaos in your dealership.

3 Strategies for Dealing with Inventory Challenges

By Bob Clements and Sara Hey posted on May 24, 2021 | Posted in Best Practices

Sara Hey and Bob Clements address how dealers can work through the challenges the industry is facing with getting inventory from suppliers.

Webinar Replay

Compensating Your People and the Importance of Salary Caps [Webinar]

By Bob Clements posted on October 19, 2020 | Posted in Rural Lifestyle Market

Bob Clements walks you through how to determine what you can compensating each employee. And how to effectively use salary caps to keep your payroll in line in each department. [To view any of our webinar replays, you must be logged in with a free user account.]

Are You Overlooking These 3 Sales Secrets?

By Bob Clements posted on August 19, 2020 | Posted in Best Practices

There is still time to tune-up your selling skills before season slows down. Here are three overlooked secrets that can have a big impact.

How to Use Positioning and Differentiation to Strengthen Your Customer Base

By Bob Clements posted on June 8, 2020 | Posted in Best Practices

Each person on your team should understand that there is nothing wrong with the dealership making great profits. This is accomplished by not only having great employees but also working to keep customers coming back.

Phone Basics in Your Dealership

By Bob Clements posted on May 18, 2020 | Posted in Best Practices

With each state, county and city having their own individual rules on social distancing, showrooms being open, or parts being delivered curbside, the phone has become once again the lifeline we have to connect with our customers.

Best Practices with Bob Clements

Be Calm. Be Informed. Be Proactive.

By Bob Clements posted on March 26, 2020 | Posted in Best Practices, Safety Resources

As you lead in the coming days, we encourage you to remain calm, stay informed, and be proactive. We must plan to define 2020 not by COVID-19, but by another term — strength, resolve, ingenuity, or perhaps triumph. How will you define 2020?

3 Questions to Ask Customers About Service Issues

By Bob Clements posted on March 12, 2020 | Posted in Best Practices

Source: Bob Clements International, Inc.

The first breakdown in communication is the first contact with the customer. Dealerships and employees are getting better with attaining the customer's contact information, but I find most documentation stops there.

Adjusting Your Service Check-in Process

By Bob Clements posted on March 5, 2020 | Posted in Best Practices

Source: Bob Clements International, Inc.

As season begins to heat up, it’s a perfect time to make some adjustments to your service processes that might have gotten a little rusty during the winter months.

Don't Undervalue Your Knowledge

By Bob Clements posted on March 2, 2020 | Posted in Best Practices

If you are like many dealers, the product knowledge you and your team have may be one of the best kept secrets in your dealership.

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