It's hard to believe that a year has passed since I wrote my first Wheels column as President of the Toronto Automobile Dealers' Association (TADA). Trying to write a fresh, engaging column every week has been more work than I imagined, but it has also been a stimulating and rewarding experience.

What should I expect for my trade-in?

Todd brings his 4 year-old sedan, with 144,000 kilometres on it, to a new-car dealership looking to trade it in towards a $20,000 new car. After inspecting the car, the Used Car Manager appraises Todd's car at $10,000.

Automobile Brokers Claim to Save Customers Time and Money. But do They?

What is an automobile broker? It is a company or individual that offers, for a fee, to help consumers buy cars, claiming that they can save consumers time and money. They act as middlemen between dealerships and consumers by managing the car-buying process - locating the vehicle and negotiating the price.

Dealership Profit Margins

During spring cleaning at our dealership, my brother found his 1981 new car sales commission book. Flipping through it, he noticed some familiar customers' names, then something peculiar jumped out at him.

Buying a Used Car from a New-Car Dealer

Blair walks into a new-car dealership and says, "I'm looking for a used car, late model, midsize sedan with low mileage, air conditioning, automatic transmission, remote keyless entry, complete service history records, but I have a limited budget."

One Price Selling?

Most people have an aversion to conflict and confrontation and, for some, negotiating the price of a house or a car raises the level of their unease

Negotiating a Car Purchase is Like Buying a Home

You may have heard the expression, "a car is the second largest purchase that most people make in their lifetimes, the first being a home".

Key Security Within The Dealership

A recent letter I received from a Wheels reader, Harold Schroeder, requested comment on an important subject.

Drive Clean emissions program is an albatross for dealers

Many consumers believe that new-car dealers love the Ontario Drive Clean emissions program, and that it's a cash cow for dealers. Let me set the record straight, our customers don't like it and we don't like it.

Canadian International Auto Show

It's a classic understatement to say that Canadians are different than Americans. Although Canada is a nation of extraordinary achievements in business, arts, diplomacy, politics, science and high tech, we Canadians are not prone to boasting about our accomplishments.

Dealerships Are on The Front Lines When Problems Occur

New auto dealerships are not unlike many retail environments, we make a living by selling products and services to customers who visit our stores. Throughout the course of an average week, there are plenty of interactions with customers.

I Want the Dealer to Check My Car Over Before My Trip

Customers often visit service departments to have their vehicles inspected before going on a trip. That's a wise and practical thing to do. However, this seemingly simple request is anything but simple for a repair shop. The issue is further complicated when you're dealing with older vehicles.

Safety Standards Certificate

Your car overheats and it needs to be towed to a service facility for repairs. Just three weeks earlier, this same vehicle passed a mechanical fitness inspection.

OMVIC has the power to monitor and enforce proper dealer conduct

In last week's column , I wrote about the formation of the regulatory body that licenses dealers and salespersons in Ontario, the Ontario Motor Vehicle Industry Council (OMVIC). In today's column, I will discuss OMVIC's monitoring and enforcement activities: policing dealers' and salespeople's work-related activities and revoking their licenses, if necessary; business standards; and advertising policies.

OMVIC

I occasionally receive emails from readers who accuse me of writing as though there are no problems in our industry. All industries have good and bad apples. Bad dealers deserve to be exposed, since they give all good car dealers a black eye

Can it really be 2005 already?

Is it just me, or does is seem like Y2K happened only yesterday'? Can it really be 2005 already?

Chances of Negotiating a Better Deal?

Some people think that visiting a new-car dealership on a rainy/snowy night, when the showroom might not be so busy, will increase their chances of negotiating a better deal.

High Car Insurance Premiums Are Hurting Our Industry

On January 20th 2004, while travelling in the US, I received an upsetting call from my 19 year-old daughter, Lisa. She called to say that she had been involved in an auto accident. Fortunately, only the car was hurt. "What do I do, Dad?" she asked.

Curbsider conviction highlights the seriousness of illegal car sales

'Curbsiders are vultures who know how to prey on people's ignorance and vulnerability. In my case, the person who sold me the car lied about the condition of the vehicle and he tampered with the odometer. He caused me a tremendous amount of time, money and grief during a time when my wife was ill. It was a terrible experience that I never want to repeat. I would advise anyone who is thinking about buying a car privately to consider two things: check the odometer for evidence of tampering, and NEVER give any money without receiving a Used Vehicle Information Package.'Boytcho Dinev, a victim in the recent Nedelcu curbsider court case.

Consumers Should Know Their Rights After an Accident

Six months after you've had major collision repairs, you sense a vibration when accelerating in your two year old car. Your new-car dealer insists that the problem is accident-related, and the independent body shop is just as adamant that it's a warranty issue. The dealer blames the body shop, the body shop blames the dealer and you, the customer, are 'monkey in the middle, not knowing who to believe.

Genuine Parts vs. Imitation Parts

You insure your valuable watch and it is lost or stolen. How would you feel if you received an imitation watch, as a replacement from your insurance company, and you were not told that it was a fake!

So You're Picking up Your New Car Next Week

Taking delivery of a brand new vehicle should be a happy, memorable experience. With a little planning and knowledge, it will be.

New Car Extended Warranties Offer Peace of Mind

You're miles from home when suddenly, your car sputters and grinds to a stop. You have the car towed to a local dealership, which informs you that your transmission is damaged beyond repair and needs to be replaced. Worse, your factory warranty has expired.

What happens when a vehicle is damaged at a dealership?

A customer picks up her car from the service department and discovers that one of her hubcaps is missing. Naturally, the customer is upset and wants to be compensated. When the dealership staff does not immediately fulfill her request for a new hubcap because the situation needs to be investigated, she replies with, "What is there to investigate? It must have gone missing here."

How Automotive Labour Rates Compare to Other Industries

Customers often remark about the high cost of automotive repairs. I agree that automotive repairs can be expensive, but I don't accept the argument that our industry is overpriced compared to other industries.

Remembering Paul Gubasta

This column is dedicated to the memory of a friend and business associate - Paul Gubasta, co-owner of Mississauga Toyota - who tragically passed away in a racing accident at Shannonville Speedway on July 18th.

Rust Protection

In today's column, I will share some thoughts on rust protection. Rather than endorse any products or any rust protection provider, I'll just present the facts so that you can decide to buy or not to buy.

Reader responds to my 'lawn mower' column

In my September 11th column (I want to 'make an offer' on a lawn mower), I pointed out how customers are accustomed to haggling over the price of a new vehicle, whereas, other retail environments seem to be exempt from that practice. The process of negotiating has long been a heated issue in the retail automotive environment.

Comparing Service Pricing

When I was directly involved in selling cars, as a sales rep, customers would often ask, "Is this car expensive to service?" I would always answer, "Yes it is," and then watch for their shocked reactions.

The Choice is Yours

Last week, I wrote about ensuring that your vehicle is serviced according to the manufacturer's requirements so that you don't invalidate the warranty on some components. I also advised readers that they have the freedom to choose a dealership or an independent garage for service work. The choice is yours.

Will my warranty be void?

A question that I am frequently asked by customers is, "If I don't service my vehicle at the dealership, will my warranty be void?"

My Italian mother-in-law, Ada, negotiates

My Italian mother-in-law, Ada, negotiates the price of virtually everything she buys. My wife cringes when Ada haggles, but I just love it!

Guilty until proven innocent?

In my weekly column, I am sometimes accused of putting too positive a spin on issues. I admit trying to discuss all issues from the perspective that, not all customers or dealerships are "guilty until proven innocent".

Why are dealerships guilty until proven innocent?

Most people have experienced theft in their lives. You may have suspicions about the identity of the guilty party, but without any solid proof, you wouldn't dare accuse a person of being a thief. Not only is it akin to branding someone a criminal, it seriously maligns the character of the accused. It could even be deemed libellous.

Reader Responds to "Women in Car Sales" Column

It's always gratifying to receive feedback from readers and colleagues about my weekly column in Wheels. Some responses are negative (that's to be expected), while others are very positive in nature.

Diagnosis

"My wife's car won't start, at times. I am pretty sure that it needs a new battery," says the Customer.

" I would suggest that we check out the car to determine what is wrong," replies the Service Advisor. "It might not be the battery."

I need an estimate

A customer walks into a new-car dealership and says to the Service Advisor, "Hi, I have a 1998 vehicle that I purchased from you. I need an estimate to replace the water pump."

My Car is just out of Warranty

"My car needs a new water pump," says the customer. "Lovely, just lovely, the warranty expired only two months ago."

What are the options available to this customer? The manufacturer has honoured the legal requirements of the warranty but what about these "secret warranties" and "the squeaky wheel gets the grease? stories you have heard about?"

What happens when the customer breaks the terms of a Lease?

Last week's column examined the differences between leasing and financing when acquiring a vehicle, and this week's column looks at the consequences of trying to break the terms of a lease. Last week's comparison chart has been reprinted, plus a graph to provide you with added clarity and understanding on both subjects.

Is it better to lease or finance your next vehicule? (PDF Document)

It is amazing the number of people that ask me whether they should lease or finance. I believe that the mystery surrounding leasing dates back to the days before there was full lease disclosure in Ontario. In the mid 90s, the Toronto Automobile Dealers Association (TADA), working with the Ontario Government, introduced plain language lease contracts, which are the standard lease contracts used today. After reading this column, you should be able to make your own decision about whether to lease or finance.

Where are the female sales reps?

A few weeks ago, I was out having dinner with my wife and the subject of women professionals in the car industry came up. "Why aren't more women selling cars?" my wife asked.

The Sales Contract

If this article sounds preachy, it's for good reason. The subject matter - sales contracts - requires a blunt honesty in order to drive home my point. Or, perhaps it's my way of venting the collective frustration of our 340 new-car dealers.

Sales staff roles at the dealership

In previous columns, I've described the various steps that consumers should take before visiting a dealership. Today, I'll focus on the role of the sales staff that you meet, once you take that first, big step inside the dealership.

Trade in or sell your car privately?

Whether it's better to trade in your present vehicle, or to sell it privately, is an age-old question for vehicle purchasers. In this column, I will try to shed some light on this issue so that consumers understand the realities and consequences associated with each strategy. There are no cookie-cutter solutions here, your decision is unique.

Getting ready to visit a dealership

I've written previously about the importance of choosing the right dealership. Before you actually visit a dealership, there are things you should know and do that will save you time, money and hassle when buying a new vehicle.

Due diligence is important when choosing a dealership that's right for you

Last week, I wrote about not letting a previous, bad experience jeopardize the opportunity to build a fresh relationship with a newly chosen dealer.

Give dealers a chance to 'wow' you, and you might be pleasantly surprised

A visit to a car dealership should be a positive experience. And for the vast majority of people, it is. But there are some people who come to a dealership expecting and fearing the worst. They feel that they may be overcharged for repairs, or bullied into buying a vehicle that doesn't fit their needs or budget.

Car Business Always a Family Affair For Me (PDF)

It is truly a privilege to serve as the new president of the Toronto Automobile Dealers Association (TADA), which means that I'm now responsible for writing this weekly Wheels column.