"Great information. Companies can be successful with okay or average levels of customer service, yet to become that elite organization life Zappos, as you so pointed out, takes a rabid approach to exceptional delivery of customer service.…"
"Is Social use a knowing thing? Are dealers hesitant to become part of this new digital space due to limited understanding? I would ask if a new form of advertising emerged today called newspaper would anyone us it? The local newspaper is tough to…"
"This is great stuff. I never really understood fighting over price. Someone will always have a lower price. If price is it, Walmart would have put everyone out of business a long time ago. It's the other items that lead a consumer…"
Bravo! This kind of culture can be your competative advantage. It's what makes your dealership so special, PEOPLE. When your good, it's easy. It's when you stumble and the action taken that seperates you from all…"
"This is great. It's not easy to look at yourself and talk the responsibility for the success or failure of the team. I have worked for some great leaders and I have worked for some good managers. Would it be fair to say that a manager…"
Rob, really enjoy the insight you have. If it was only price you might as well take orders via a drive up window. As Ed said, what is the price, invoice? I think many would say yes. I disagree. I see it many times that’s where…"
Great conversation!! The customer consumes massive amounts of digital information. I know what our conversion rate is from my website to purchase. Customers have been to a website. Our customers are online, Facebook, Google+, Pinterest, all…"
What interesting insights can you contribute to the ADM Community? What are you PASSIONATE about? Who are you?
I am the Director of Customer Relations at Berlin City Auto Group for the Honda and Nissan stores. Utilizes my considerable sales and service has allowed me to connect with every customer in a genuine manner. I attempt to understand exactly what a customer expects from us by speaking to customers in our service drive and on the sales floor each day. I also oversee a manage many of our social media platforms, Facebook, LinkedIn, Google+ and Pinterest.
Before embarking on a career in the automotive industry, I had a 20 year career in radio as a DJ and Sales Manager. I am a United States Army veteran. I relish the Maine coast and the region's small-town feel. Taking advantage of the scenic highways that stretch across New England you will find me on warm summer days driving my Victory motorcycle.
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