Roger Penske recently opened a combined Nissan and Infiniti dealership in San Francisco. This was intriguing, not only because he was able to put the dealership into an abandoned building thereby furthering urban renewal, but because it addresses the future challenge that will face all brands and dealerships in the not-too-distant future – the projected [...]

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If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even [...]

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The test drive is an essential aspect of the customer’s buying experience. As a brand and as a dealer, it gives you the opportunity to show off all that is good with the vehicle and highlight clearly why it is superior to other cars the customer may be looking at. But not everybody takes a [...]

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I have some homework for you as you plan your summer vacation. I want you to do some mystery shops for me. Try dropping in to various dealerships in and around where you live. Shop different brands, not just your own, and see what happens. It can be incredibly enlightening to see how you are [...]

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