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GM has just raised the bar.  Greater than 99% of leads must be responded
to within 5 hours; response times must average less than an hour. 
That's the new standard.  Can the best minds in the business respond
here with how you are going to get that done? 

I met the old standard in Q1 and finished in the top money sector, but my methods
aren't necessarily going to meet the higher standards.  I need a new
approach to get the job done this quarter

Tags: Deficit, General, Metrics, Motors, Response, SFE, Sleep, Times

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Blackberries and a committed internet department.

24/7 our leads our answered immediately. Its impossible to have people in the office 24/7 so they must answer out of office. If they are doing work out of office then they shouldn't have to be in the office the same as everyone else.

I am the Internet Sales Manager. I have two internet sales people. One goes to bed late one gets up early they both come into work as they see fit. As long as the leads are answered and the process is respected they'll do what they have to do to sell cars.

Its easy with blackberries. With the Blackberry Messenger system they can set their status just like on facebook and when one is off the other is on and when they are both on its a round robin. Communication and Using a good CRM tool makes it easy. SalesEdge and its MobileEdge is working well for us to keep track of everything.

An hour for us in inexcusable. Especially if the lead is from an online classified site. A customer will submit a lead and continue browsing Other People's Cars. We want the first chance.

DLR
This quarter is going to be a tough one. I still have to question the logic of the GM 24 hour clock, since so far, I have yet to have anyone respond to me in the middle of the night.
Last quarter just being fast enough during the normal hours up till 10pm, worked fine. This I can see will not work for the second quarter.
Just on a side note, GM's SFE program for last year made sense, it was not just about speed, but also quality of response. This year, there is nothing that is to do with a quality response, and it is all about timing.
Then you add in all the companies that will do the leads for you at night time for a fee.....and it just seems to be defeating the whole purpose of what we do as ISM's.
Any one have good experience with companies that will do the leads for you at night time for a fee?
Check out Client Connexions. Tim and company are great people and also have a great chat client to boot!
Marc, sorry to put you in the spotlight. Are you in a GM dealership, and have you hired Client Connexions to do overnight lead response to comply with the SFE goals?
Josh - no worries at all. Yes, we are a full line GM dealer and have been a very satisfied CC client for quite some time now. I actually have them answering all my leads after hours for all of our brands (Chevrolet, Cadillac, Buick, GMC, Nissan, Toyota, & Hyundai)

No benefit to me - just happy with the service. I am a firm believer in helping those out who take care of me. The ownership is great and I can call them personally anytime.

It's worth talking with them. If you would like more info how it works, just shoot me an email. Would be happy to share more.
WOW! Marc....Thanks for the Kudos! I saw you post about selling an additional 50 cars using our chat feature also...Thanks SO much! I'm glad to hear of your success and that we are doing a good job for you...

Jeff, altho GM has stats that show a fast response generates a higher conversion and closing ratio...I have to agree with you on questioning thier logic. Notice they dangled the carrot, got everyone's attention, made it so most could get the 10k the first quarter, and now "changed the pay plan" to make it basically impossible to achieve the full 10K?

David, and everyone else for that matter...PUT DOWN THE BLACKBERRY...get some rest, you work enough hours without having to comply with GMs latest logic. Enjoy what little time off you have with your family and friends. Have a Happy Easter and let someone else worry about stopping the clock.
Hi, Just want to let all the members of ADM know about VinSolutions capabilities with stop the clock, we have had tremendous success with the dealers we have now with our live capabilities to handle your off hour leads.


“STOP THE CLOCK” for GENERAL MOTORS LEADS
With all the changes GM has made in recent months and the increased focus on SFE and
your abilities to “Stop the Clock”, we now have increased our capabilities to match the
added pressures put upon you for rapid response times.
Once you leave the dealership at night, before you come in the next morning, or even on
your days off, VinSolutions will help you make sure the clock is stopped on all GM Leads
within the one hour time frame that GM requires.
Our professional live team will respond to your internet leads after normal business
hours or when you’re closed with a custom scripted email template letting them know
that their interest in doing business with your dealership is important to you and your
team.

If you have any further questions feel free to contact me at anytime.

Thanks,
Jason Lewis
Ok, so we hit the target for Q1. Response time average is not our problem. However, we just barely cleared 95% in 5 hours, and a number of our issues (it doesn't take many) are not even leads. People using "contact us" on a Cobalt website to inquire about a job or offer services ("We are interested to increase traffic to your website" at 3:25am?) show up in the GM report. Why hold dealers responsible for answering leads that don't even have a vehicle connected to them?

We've done well with text notifications from our CRM (thank you VinSolutions) and two internet staffers handling leads on off hours. They're getting bonused on the GM program, so there's incentive involved. I think we may be headed toward an outsourced solution to make this Q2 goal. 99% of leads within 5 hours? Really?

Nothing more frustrating than looking at the customer you woke up at 2:45am to answer a lead for... and discovering that they didn't read the response until 40 hours later!

I remain surprised that GM hasn't switched to sales closing rate for the bonus. Isn't that the ultimate goal?
I really feel like GM is shooting themselves in the foot with this program. I understand that speed of response is very important but all the speed in the world won't sell more iron if the customer receives short, uninformative responses designed just to stop the clock.

When the focus becomes you must stop the clock or we won't get any money that attitude is transmitted all through the process right back to the consumer.
"I remain surprised that GM hasn't switched to sales closing rate for the bonus. Isn't that the ultimate goal?" -- Jeff

"When the focus becomes you must stop the clock or we won't get any money that attitude is transmitted all through the process right back to the consumer." -- Joey

Jeff and Joey are right on the nose--if this was about profits then why not use the closing ratio and allow for quality? Even for bought-other-than-lead-name, just include a customer affadavit to GM for sales qualification?

Instead, right now some (I think many!) dealers are doing things with leads for SFE percentages that DO NOT SELL CARS.

GM needs a better solution that doesn't fall into the "speedy but trash reply to stop the clock" temptations for dealers . . .

Except they can't measure quality of response without looking at every response--but they can measure quantity and percentages over all.

And so it's a lead response "carpet bombing" approach. And seriously wrong for the customer.
Joey is dead on. Most research shows that a customer shops another dealership not because the response was too slow, but they didn't get the information they asked for from the dealerships they shopped online.

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