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Best Practices

Spirit of dealership's mascot lives on

Bella, a greyhound, helped customers and staff bond and relax at Freehold Buick-GMC.

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.

Pay plan keeps peace between sales, service

DCH Montclair Acura's managers' bonuses depend on the performance of every department at the dealership. That promotes cooperation across departments.


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.