This episode of the "Thought Leader Series" features Kelly Mathison, a trainer and consultant with the Western Equipment Dealers Assn.'s Dealer Institute.

This 14-minute video covers what dealers should be doing in their parts and service departments to ensure they are continuing to meet customer needs. With customers purchasing more parts online right one, Mathison suggests dealers create what he calls convenience packages, so that those add on purchases — things like lubricants, cleaners and zip ties — aren't lost.