Our philosophy is to offer a line of respected brands, and legendary service, and  the Nissan store fits the bill perfectly.

Nissan offers a full line of vehicles from economical smaller cars like the Versa and Cube, to SUV’s like the Murano and Armanda, and of course, the legendary Z series.

Nissan has built a reputation for well-engineered fun to drive vehicles. Combine this with the O Leary reputation for unparalleled service, and it’s an unbeatable combination.

We invite you to drop in and meet Jeff Leblanc, General Manager, and experience the O’Leary/Nissan advantage!

What with having to get ready for the day, getting the kids off for school and so forth, it’s not very convenient to have to make a trip to your local dealer to leave you car, especially if you need to get to work from there.

Often, we are asked if we can provide a loaner car for our service customers. Given the volume of customers we see each day, this would become a logistical nightmare, and our insurance coverage actually prevents us from doing so.

We have always offered a shuttle service, but depending on how busy it is, this is sometimes not a good option for those customers on a tight time line. Often, our only option has been cab service, which is not always the most comfortable way for our customers to travel to where they are going.

So, our Hyundai store has stated something new. We now have a personal shuttle service for our morning rush. The idea is that one of our employees will have a new Hyundai available to drive a customer to their destination.

We think this one way we can show our customers how much we appreciate their business. Also, it gives us a chance to solicit some feedback about their overall experience. Finally, it gives our customers a chance to see the latest Hyundai has to offer; we may just sell a car or two from this program.

We have added a few small touches like complimentary bottles of water. So far, we have received good feedback about the program.

It’s just one more way we are working to “wow” our customers. So many things we want to do, and hopefully, our customers will like what they see.

If you’ve been paying attention to the re-emergence of General Motors from their near death experience, you’ll know that they dropped Oldsmobile and Pontiac as part of the restructuring process. While these were venerable brands, they were not profitable enough to continue in the new, refocused General.

This left GM  less brands, but more ability to invest time and effort on the remaining stable of cars, trucks and SUV’s.

For Buick, this meant considerable dedication( read R&D, and money) in designing cars that break the mold of the typical Buick fan. Gone are the bloated land yachts, delivering a driving experience that only your Uncle Harold  loved.

In its place, Buick has delivered cars that are actually a joy to drive.

The Regal I had this weekend  has taught, crisp lines that evoke the best from both European as well as Japanese design houses. From different angles, this car could easily have been mistaken for an Audi, BMW, as well as Lexus or Infinity. Buick has done well to blend the best of  definitive styles into one cohesive look.

Sunday Pumpkin Shopping in the 2011 Buick Regal

The driving experience is the best part of the redesign. Steering is precise and quick. This car will absolutely go exactly where you point it. This actually took a bit of getting used to; the car is well planted, and body roll is almost non existent, which is impressive for a mid size car that will comfortably carry 4 to 5 adults.  Braking was linear and progressive, even after repeated stops.

I was impressed with the powertrain. The 2.4 litre engine delivers more power than you’d expect from a relatively small block. The benefit of the smaller engine is fuel savings, and again , the Buick delivers. An estimated 32 mpg, or 8.8l/100km, the Regal I drove went all weekend on $20 worth of fuel.

The were a few small quibbles I had with the Regal, and the interior is the biggest one. It’s here that Buick may have made the biggest changes. The European design philosophy is clearly evident. My tester was an all black affair inside. Contrasting black materials, including lovely leather seats were accented with chrome and black piano trim. The fit and finish were first-rate, but the overall effect leaned towards the austere in my opinion. Those who appreciate the Teutonic cockpits of  an Audi or BMW will feel right at home in the Regal. I would have wanted a bit more contrast in materials and color.

Also, I found the driver’s side mirror a bit small. I realized as I drove the car more, that in fact it was the design of the mirror, and not the size. It features a dramatic tapering near the outside top edge, as it follows the flowing design of the housing.It’s really a small thing, and one that I’m sure I could get used to with more time in the Regal.

All in all, the 2011 Buick Regal is a fine example of the efforts General Motors has taken to make a truly world-class car. When the new Regal was introduced in 2009, it won the European Car of the Year Award; drive it and you’ll see that this was an award well deserved.

Returning a lease vehicle does come with expectations and limitations, particularly the general condition of the vehicle at time of lease surrender. So, if you are leasing, and are near the end of the term, here are a few tips.

Read the Fine Print

Let’s face it; on the day you are picking up the keys to your new set of wheels, the condition it will be in on the last day of the lease is usually not high on your list of priorities. You are excited about getting your new car or truck, and just want to get through the paperwork and get going. However, buried in that lease contract is usually a return condition reference guide. If you haven’t looked at it before, you should go find it and read it carefully. Most guides are very specific about what you may or may not be liable to pay for at time of return.

Does your car have to be in perfect condition at return? Not at all. Most lease companies allow for normal driving wear and tear, and that condition reference guide is your best friend when it comes to determining if your vehicle will need work at time of return.

In most cases, things like small surface scratches, rock chips, and even minor dings and dents are covered, and will not have to be repaired. What won’t pass? Typically, damaged windshields, ripped, soiled or burned interiors, and dents of a certain size or depth will need to be repaired, or will be assessed as a penalty at return. It’s important to read this guide carefully, as it will often give specific details of things like allowable dent size and tire depth.

The Human Touch

Using the condition guide is your best bet for gauging how your car will be viewed at return time, but there is one more thing to consider. Most lease companies use a third-party company or individual to assess the condition of your car; so ultimately, it comes down to a person’s interpretation of what your car looks like. And just as if you were selling the vehicle yourself, first impressions count.

So take the time to thoroughly clean your car or truck inside and out. Not only will it make a good impression, it will actually make it easier for the person accessing your car; and that might go a long way to helping you, if any of the wear and tear on the car is on the borderline of acceptability.

Plan Ahead

One option to consider is having a professional body shop buff the paint on your vehicle. Buffing not only removes many of the minor scuffs and scratches you are bound to have, but help with that all important first impression.

Make sure you have all of the original equipment in the vehicle at appraisal time. This includes things like the spare tire, jack, and BOTH sets of keys and fobs.

Final Thoughts

The reality of leasing is that you are in effect, renting your vehicle from its owner. And, much like short-term vehicle rentals, you are responsible to return the car in good condition when you are done with it.

However, doing some pre planning,honestly assessing the condition of your vehicle, and being aware of your responsibilities and expectations will  make a big difference om how easy it can be to return your vehicle at the end of the term.

As you would expect, many of the ideas were centered around making our waiting areas and showrooms more inviting for guests.  There were some simple yet brilliant ideas from our sales , parts and service managers, many of which we will implement immediately.

One topic that we spent a great deal of time on was the interactions of our front line people at what Jan Carlson, former CEO of SAS airlines, coined the “moment of truth”. Those first few moments during a customer interaction with an employee, when the customer is judging how they will be treated, and if the outcome will be a favorable one.

We all collectively came to the conclusion that our front line people need to be rockstars. Now by this, I don’t mean preening self-centered artists, who are long on self-awareness and short on patience.

Front line rockstars are those people we all enjoy doing business with: they are the seemingly always upbeat friendly people , no matter the situation. They are the people who acknowledge everyone around them, and are always aware of what customers seem to be feeling and thinking, constantly working to diffuse tense situations and create delighted, repeat customers.

In short, they are often the most critical person in your operation.

After much discussion on the topic, we have come away with a newfound focus on who our front line people are. What sort of person best fits these positions, and the impact it has on our business. We are committed to creating a community of raving fans, and of garnering a reputation for legendary service. While creating a warm inviting atmosphere that makes our customers feel more comfortable matters a great deal, nothing is as important as getting it right at the moment of truth.

So, look around at your business? Do you have front line rockstars? If so, what positive impact has it had on your business? If not, can you make them rockstars?

Each of us has a customer service experience to share, most of them not so good. We have all been frustrated at the electronics store( my most recent bad service experience), the restaurant, the grocery store.

Why is this the case? No doubt, our demands as consumers have become increasingly high. We live in an era where competition is strong. Information about products, reviews, prices warranties, all a URL away.  Very often, we have made up our minds on a product or service before we even visit the store.  Most companies have long participated in secret shopper programs, surveys and focus groups,  designed to help them understand the voice of the consumer, and provide knowledge on how they may improve.

Social Media has also given us the ability to weave other people’s experience and reviews of a product or service into the mix. Considering a particular brand or store? Ask a question on Facebook or Twitter, and watch the responses, both good and bad , flood in. Indeed, companies are now focussing time, resources and money to understand and intersect the consumer experience at the moment it is happening.

And yet, and yet. We are still frustrated on a daily basis by the seeming lack of desire to merely serve the customer they way we’d like to be served.

In his excellent book, ” Raving Fans“, Dr. Ken Blanchard makes this statement about satisfied customers. “Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn’t good enough anymore”.

And that only applies if you can claim to have satisfied customers!

The incredible fact about not only this statement, but the general state of customer service that prompted the writing of this book? It was first published in 1993. Before social media. Before the popularity of email. Heck, even before the mass adoption of the internet. All factors that have contributed to the ability of the consumer to research, compare and seek opinion about the things we buy and use.

Customer service, the expectations of the automotive buying public and its impact on the future of our business are hot topics for our enterprise. And worthy of much discussion.

 Therefore this is the first in a series of blogs, where we will continue to focus on the subject.

So, what are your thoughts on the state of customer service? Is it getting better or worse? Got a story to share? How about the car business; Do you see a  car dealer who sets themselves apart with the service they deliver? Would love to hear your feedback!

The question is, why?

The quick answer is, because the law enforcement community prefers it. Having a plate on the front of the vehicle, makes for easier identification by the police, as they can identify an oncoming car without having to get behind it. No doubt, this theory can be questioned for any vehicle moving much beyond cruising speed.

The other, less known reason the law enforcement community likes the front plate is this: the reflective surface offers a wonderful area of reflection for radar guns.

Beyond these reasons, what then? Surely, it would be a cost savings to the tax payer if only one plate were needed. Theoretically, it would cut production cost in half,( political parties vying for our votes take note!). Not to mention the green angle of cutting manufacturing, using less metals and paints, and reducing the eventual disposal of old plates.

Finally, a simpler reason to drop the front plate may exist; vanity. Many cars and trucks, with their sleek styles and highly functional front ends just LOOK better without a plate.

 Some manufacturers don’t include an area to mount the front plate, making it difficult for the owner to abide by this law.

What do you think?- Should front plates continue to be mandatory, or is it time to go to a one plate system? Love to hear your feedback.

The annual 3 day weekend that is centered on the first Monday in September has different meanings for different people. It is seen as the symbolic end of summer. Some will begin the process of closing down the summer cottage or beach house, putting away the lawn chairs and boats till next spring.

For those of us who have school age children, it’s the annual return to classes. After weeks of repeated trips to the mall to buy supplies and the latest fashions, it’s time to pack the kids back on the bus, and see them off  again each morning.( Some of us celebrate this annual tradition more than others, I might add.)

For many however the origin and intent of Labour Day, like other holidays we celebrate, has been long forgotten, or never known.( Yes, I’m looking at you, Victoria Day).

According to Wikipedia, Labor Day was first celebrated in 1882. It was actually the U.S. governments’ attempt to quell unrest in the labor unions of the day, after a particularly brutal response to a strike. The Pullman Strike, that started in March 1882, was forcefully ended on Aug 31, and resulted in some striking workers being killed.

In the wake of this action, Labor Day was hastily proposed as ” A street parade to exhibit to the public the strength and esprit de corps of the trade and labor organizations followed by a festival for the workers and their families.” 

Eventually, the holiday became an institution in many countries, celebrated as a means to recognize the contribution of unions, and individual workers alike.

 So, as we enjoy the last long weekend of the summer of 2010, let take a few minutes to reflect on the meaning of Labour Day.

Let’s thank the workers  who fought for recognition and equality, paving the way for the work environments we enjoy today. Let’s be thankful for a culture and economy that provides the ability to support our families, and enjoy time with them, away from work. Let thank our employees, our employers, and our co workers. 

And let’s all have a great Labour Day weekend.

 There is a fine line between newsletter content that is just another way of marketing in a different channel, and one that actually delivers meaningful content to the audience. The term spam has become a household word used to describe those annoying emails we have all received; unsolicited invitations to try the latest and greatest products.

So our approach for the first email was simple. We offered real savings from our sales department, as well as service and parts. We made these offers exclusive to social media and newsletters only. We created codes that were unique to these offers, so we could track response to the offers. Also we put firm call to action end dates on all these offers.

 We thought it would be a good idea to include a section call ” Get to Know”. This was an opportunity to have one of our staff members answer a few questions about themselves, and put a touch of humanization to the email. We included a fun photo in this section, in this case of our parts manager with his beloved dog.

 Constant Contact is our choice as the platform for our newsletters. They offer great, easy to use templates which has helped reduce the time to put the email together. Also, we really like the stats they offer.

The results? Well, we are pretty pleased with this first effort. Our parts department sold tires and wheels from the promotion, and our service department got some responses to their tire rotation offer. We had lots of people look at our new car inventory, and it looks like we will sell a few cars because of it. Our open rate was about the average that Constant Contact predicted, and all indications are that our click rate to other offers was much higher than normal.

Sure, we had some folks who “unsubscribed” from our newsletters, and there were some bounces. We welcome this information, as it helps us to clean our contact list quickly and effectively. Also, a few folks used the newsletter as a means to let us know about  a bad experience they had with us. We welcome this feedback too, as it helps us to understand what our customers are thinking and saying about us, and are happy if we have a chance to turn an unhappy customer into a happy one.In fact, one of these feedback responses resulted in us selling a new car. Without the newsletter giving this customer the opportunity to provide feedback, we likely would have lost that sale.

So, if you are thinking about using newsletters as a means of staying in contact with your customers, you’ll get a thumbs up from us.  Before you embark on this path however, here are a few thoughts about best practices we’d like to share.

- Commit to a regular interval for your newsletter. You’ll need to judge the frequency that your audience would expect to see updates from you. Too often, and your message will  be in danger as being seen as spam, and your message, regardless of quality, will get lost. Too infrequently, and you lose the attention of your audience. In our case, we think a monthly newsletter makes sense.

- Keep the messages clear, simple and easy to read. This is marketing 101, but many companies fall into the trap of trying to create too many messages, and it has the effect of overwhelming your audience. Also, folks tend to scan emails, rather than reading them at first. So, whatever offers you have need to jump off the page pretty quickly.

- Create a trackable call to action. Too often, newsletters have great offers, but make it difficult for the customer to easily respond. In our case, we gave each offer a distinct response path( click a link, or bring in this coupon). Also, we included a unique identifier code( like #serviceoffer) that the customer had to use to take advantage of each offer. It gives us an easy way to gauge the response to each offer.

These are a few simple ideas to help make your newsletter campaigns a success. What other ideas have you used, or observed that help a newsletter to stand out? What are some bad examples you’ve seen? Love to get your feedback.

One of our areas of focus is paid online advertising. Probably the place most people experience paid ads today is on Google. For instance, if you type ” Italian Restaurant” into a Google browser, you are likely to see not only the “organic” results down the center of the results page, but paid advertising  to the right( and sometimes above) the results.

There are numerous platforms that offer paid advertising, beyond Google. Virtually every browsing engine, like Bing and Ask.com, as well as classified sites like Kijiji, will be happy to place ads for a fee.

What is fascinating about all these sites, is they all quote Impressions as a metric for success. What are impressions? Simply put, it’s the number of people ( an old marketing term  still used is “eyeballs”) that see your ad.

 The term impressions is nearly as old as paid advertising itself. For many years, it was the gold standard for determining the number of people who saw the ad. In turn, this was the metric by which traditional media determined advertising rates. In the print media business, they determine impressions by circulation numbers. In T.V. , it’s the number of people watching a particular show. Billboard rates are set by the number of cars that drive by that ad on a given day. The higher the “eyeballs”, the higher the ad rate.

This formula has worked for years in traditional media; its’ the number by which P.R. and Ad firms still regularly use to determine the success of a campaign.

The question is, does this metric have any significance to today’s online advertising?

Back in the day, advertising had the potential for more impact as it relates to “impressing” the people who  viewed it. Not so long ago, it was common for T.V. ads to be a minute in length; plenty of time to tell a compelling story. The 1984 ad that announced the release of the first MacIntosh from Apple is a great example. This was when television was a main source of information and entertainment for the whole family, unlike today, when we can now look to multiple media sources to get our information and spend our time.                 

Now, advertising is fighting for attention in a sea of media platforms. Vying for our attention as banner ads and  news story placements. Showing up in our inbox, or chat programs.

 TV ads are no more than 30 seconds in length, and many advertisers are experimenting with 10 and 15 second spots, as our attention span is pulled in so many different directions.

Companies like Google now have the ability to not only determine how many impressions a particular ad gets, but with the advent of browser cookies and other technology, can report how many people clicked on an ad, what time of day they clicked, where they reside, and so much more. So, if one can find a person actually “impressed” enough by an ad to want to click to our site, does it matter how many people hit a page that our ad was displayed, but didn’t bother to click?

Google and other sites can also report on conversions. A conversion is when a customer performs an action on a particular site, like filling out an information-request form, a credit application, or clicking on a link for product purchase. For a retailer, conversions from advertising or marketing are the ultimate statistic. This helps us to accurately gauge our return on investment for the money we spend in advertising.

So, what of impressions? Some would argue that impressions contribute to brand awareness and value equity. Others would say that the days of companies creating brand equity and awareness through advertising campaigns are now behind us.

 What do you think? Do impressions matter anymore in the world of advertising?