Best Practices
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Dealership driven by standard operating procedures

In the minds of customers and employees at Fitzgerald Auto Malls, the FitzWay is shorthand for the company's detailed quality policy, painstakingly developed more than 14 years ago. But underpinning that policy is the dealership's adherence to the ISO 9001 quality management standard.

Retailer prioritizes female service providers

At Carter Myers Automotive, 18 of 40 service advisers — 45 percent — are women. That puts the retailer well beyond its peers, and the dealership group is reaping benefits in parts-and-service sales and customer outreach.

Dealer engineers own auctions

Blaise Alexander Family Dealerships opened its own weekly auction to wholesale its excess used cars and trade-ins, saving fees and earning extra revenue.

Conn. dealership group teaches cyber security

An online phishing simulation at a Connecticut dealership group reveals a disconcerting result: A fair number of employees aren't as wary as they should be about emails -- especially if those emails look authentic.

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