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Lucas Deal

Selling in the next generation

For the sports fans out there — how many of you know the term “youth movement”? Incredibly common in baseball and hockey and somewhat visible in other sports, a youth movement refers to ...

Department of Commerce releases secondary determination on ‘dumping’ of Chinese trailers

North American trailer manufacturers picked up a win this week when the U.S. Department of Commerce released a preliminary determination that a cash deposit requirement will be instituted in connection with imports ...

CliftonLarsonAllen hosting revenue recognition webinar

CliftonLarsonAllen (CLA) says “all organizations will have to reassess the way they record revenues, due to the FASB's new revenue recognition standard. The changes will have a significant impact on policies, processes, ...

Theismann delivers rousing keynote address at UTA meeting

Joe Theismann is uniquely qualified to talk about sudden career changes. As a former NFL Super Bowl champion quarterback and league MVP, Theismann spent nearly a decade as one of the most successful ...

Making the most of networking

How do you approach networking at a convention? What about a cocktail reception? Or a goal outing? Do you have plan? If you don’t, you might be missing an opportunity to make contacts and ...

The importance of vehicle inspections

No one wants uncertainty when buying a used truck. Dealers want certainty they are taking in a truck they can sell; while vehicle owners want to know they are making a purchase in ...

Here comes the boom?

The fleet management market could be poised for a spectacular breakout, writes MarketsandMarkets in a new research report. According to the company’s newest project, “Fleet Management Market by Components, Technologies and Services (Fleet ...

Four steps to customer conflict resolution

Step 1: Listen You can’t do anything to address a customer complaint until you know exactly why they’re mad, says Chas Voyles, regional manager of fleet services at Navistar, and chairman of the ...

Record keeping key to surviving customer complaints

Few scenarios are more stressful to a service department than a customer complaint.They appear out of nowhere and can turn your entire operation upside down. Recording your actions during a critical event (like ...

GALLERY: Bendix showcases remanufacturing investment

Bendix has jumped on the green wave. Earlier this year the company invested more than $3.2 million into its remanufacturing operations in Huntington, Ind., and as the calendar year comes to a close, ...

Step 4: Review

Don’t close the book on a conflict when a customer leaves. Calhoun believes the most important step in managing conflicts in your business is what you do immediately afterward. Taking time to evaluate ...

Step 3: Execute

When you have a solution on paper it’s time to follow through. Do exactly what you said you were going to do, Williams says. “If you tell a customer you’ll call back tomorrow ...

Step 2: Compromise

Once you know exactly what’s wrong you can start looking for a solution. Voyles says once a customer has finished airing their grievances it’s a good idea to briefly reiterate their feelings back ...

Empower your employees to aid in customer conflicts

You may know everything you need to do during a conflict, but it’s likely you personally aren’t the point of contact for every customer compliant. That’s OK. Trying to manage every customer complaint and ...
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