Insights from 20 years of running hospitality operations inside dealerships — written by the people who do the work, not a content team.
Hotels learned that valet was too important to the guest experience to manage casually. Dealership service drives are confronting a very similar management question today.
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Fewer than 1% of the dealerships we've visited had a comprehensive porter training program backed by documented SOPs. For a role that touches vehicles, keys and customers, the …
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A meaningful amount of service capacity gets lost in the physical flow around the shop — not inside the bays. How to find the minutes disappearing between the major steps of every …
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When routine frontline staffing issues repeatedly rise to the top of a service manager's list, the dealership has a span-of-control problem hiding in plain sight.
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The service drive has more in common with a hotel entrance than most dealerships realize. Lessons from nearly 20 years in hospitality on designing the first five minutes of every …
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Monthly perspectives on dealership staffing, CSI strategy, and the people side of fixed ops. No spam. No fluff. Just the stuff that's useful.
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