Best Practices

Dealer makes waiting customers stew

When Carlos and Laurie Liriano moved from Louisiana to the heart of Texas, they brought along with them their taste for New Orleans hospitality -- and their gumbo recipes.

Best Practices Digital Edition Best Practices Supplement
Our Best Practices and Next Practices supplements explore success stories of auto dealers around the country who have implemented best practices within their dealerships.

FCA program boosts store’s sales

By tapping a Fiat Chrysler program, an Iowa dealership has boosted both new and certified pre-owned vehicle sales.

MORE BEST PRACTICES NEWS VIDEO DEALER AWARDS

Dealer makes waiting customers stew

When Carlos and Laurie Liriano moved from Louisiana to the heart of Texas, they brought along with them their taste for New Orleans hospitality -- and their gumbo recipes.


A spa with a service bay

It's easy to mistake the amenities at Big Two Toyota in Chandler, Ariz., for those at a high-end resort and spa.

| UPDATED: 11:05 am ET -- Correction
Kunes lets its people promote themselves

Kunes Country Auto Group encourages salespeople to develop their personal social media presence, and gives them the resources to do so.


Defensive driving fuels Kia store offensive

Part defensive driving course, part unofficial r&d lab, part business opportunity. There's really no downside to the B.R.A.K.E.S. program at Hendrick Kia of Concord, in North Carolina, as Service Manager Karri Carbon sees it.


Dealer's Baldrige win was a decade in the making

Don Chalmers Ford became the first domestic auto dealership to win the Malcolm Baldrige National Quality Award by implementing a business model that helps all employees grow, thrive and contribute to the organization.


Dealership's return policy builds goodwill

The Maguire Family of Dealerships offers the Maguire Family Assurance policy, which guarantees the Ithaca, N.Y., based chain of dealerships will buy back a customer's vehicle if an unexpected life event, such as a family death or job loss, occurs during the first year of ownership.


Dealership welcomes the fire department

Barton Chevrolet-Cadillac is saving taxpayers in Newburgh, N.Y., about $100,000 by letting a local fire department move in for a year while the department's station house is being rebuilt.


Sales staff slips into something more comfortable

By blending a casual-attire work environment with a collection of high-end art on the walls, World Subaru in Tinton Falls, N.J., has outperformed other regional dealerships and achieved high customer-satisfaction ratings.


Dealer's customs stand out from the crowd

Ralph Mahalak Jr.'s six Fiat Chrysler dealerships sell customized vehicles such as a Jeep Wrangler-based pickup and a Dodge Challenger-based reimagining of the Plymouth Superbird. The unique vehicles draw in customers and energize his staff.

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