In this KPI Cafe, Ken Mauldin, Corporate Fixed Operations Director for Purdy Group USA, offers up insights about the small change that he and his team made that created big results for the dealership: more trade-ins from the service department. He explains the balance of data analysis and observation that lead to a verbiage change in one of the questions consumers were asked to answer that now generates a reliable and consistent source of used inventory. The question, however, is ...