Service and Parts Managers Say, “Burnout Is Their Number One Obstacle to Top Performance.” A sinister force in our industry today is cutting down many excellent employees in their prime. The hidden problem is service and parts management BURNOUT! Many dealer executives tell me the expected time on the job for Service Managers or Parts… Continue reading A Dirty Industry Secret:Service Management and Parts Management Burnout

Machinery dealers are taking data analytics more and more seriously. Enterprise software vendors are offering amazing color graphics, pie charts, graphs, bar charts. But behind all this is the question, “What do you really need to know?” What information will provide you the most helpful and useful insights into pursuing your very best opportunities? Do… Continue reading 11 Dynamite Tools to Help Improve Dealer Market Knowledge

Introduction Back in 1990 manufacturing was dramatically transformed with the development of what is commonly referred to as Lean or Continuous Improvement. The result of a manufacturer adopting this system was that they could produce widgets faster, safer and at a lower cost while improving quality. As the success of manufacturers continued, the ideas also… Continue reading Manufacturing Better Service Operations

In our highly-acclaimed textbook, Achieving Excellence in Dealer/Distributor Performance, author Walter McDonald presents his recent research on “How Dealers Evaluate Their Manufacturers” in Chapter 29. In the following article by Jim Wilson, we continue the discussion on how to improve dealer/distributor relations with their OEMs. Jim now takes this important issue to the next level.… Continue reading OEM Sales And ServiceAgreements

In our McDonald Group Asset and Revenue Center Management Workshop we work extensively on profit improvement strategies for machinery distributors. As the instructor, I was impressed with the intensity and seriousness of participating managers. Each of the companies who have attended are now working on significant programs to bolster revenue center margins and improve operating… Continue reading Four Profit Improvement Strategies

If you are facing a promotion or additional responsibilities as a Machinery Dealer Department or Branch Manager or even a Division Executive, congratulations! You are anxious to get started and do the best job you can. However, in many circumstances the challenges in this new position can be formidable. And, at first glance, the magnitude… Continue reading The Problem Solving Process

Market Share is like Mom’s apple pie, the bigger your slice the better! Market Share gains occur because we outsmart and outwit our competitors. But, to get a bigger slice, you must have the basics in place. A very surprising recent research study shows that 95% of equipment sales are to CURRENT customers, buying Parts… Continue reading 7 Tools to Build Market Share

I — The Transaction Level Why do so many dealer sales and operations managers appear to be stuck at the transaction level? They may be caught up in a whirlwind of activities, chasing back orders, struggling with rework, running after sales or rental deals. They may be constantly reacting to emergencies, never getting ahead of… Continue reading Hierarchy of Dealer Knowledge

One of my most popular sales training sessions is on how to ask for and get sales referrals. Sometimes there is a little confusion between a “referral” and a “testimonial.” A testimonial is a statement from a satisfied customer about the excellent performance of your equipment, your dealership or your people. Testimonials can be extremely… Continue reading 6 Great Times to Get Sales Referrals

The key to maintaining the health of your business over the long term is retaining your current customers, expanding sales of all products and services to existing accounts, and maintaining a consistent lead flow to convert new prospects. In other words, the way to build your customer base is to consistently focus on retaining and… Continue reading Build Your Customer Base