Practical notes on CRM cleanup, vendor waste, lead handling, appointments, website traffic, BDC process, and the parts of the store that quietly lose cars.
Coaching is when a specific person gets better at a specific thing because of something you did on purpose. The funnel, the diagnosis, the cadence, and the questions that separate coaching from supervision.
Lean first, then grow. The five questions the leadership team should answer together before signing the next vendor — and why a turbo on a misfiring engine just blows the engine faster.
Three touches, three owners, one scorecard — the recovery process most stores have been pretending exists, and the four numbers every manager should defend Monday morning.
Fake task completion, broken source codes, duplicate records, and lost leads — the four lies your CRM tells you most often, and how to catch each one.
Four questions to run on every vendor contract over $500 a month — and how to spot the overlap, legacy, and activity vendors quietly draining your P&L.