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All ADM Blog Posts Tagged 'Service' (72)

From the NCM Institue: What are 15 minutes a day worth in your service department? Written by: Steve Hall

Written by: Steve Hall

When we ask service managers how important technician efficiency is to profitability, they most often say that “it goes hand-in-hand” or “if they aren’t efficient, you won’t make money.” I agree with their comments, but am constantly amazed with how they quantify “efficient.”

It seems that we have become accustomed to thinking a technician is efficient if they hit our flagged-hours goal for the week. At times this is true. Everyone can have a bad day, or…

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Added by Garry House on April 11, 2013 at 12:20pm — No Comments

From the NCM Institute: Twitter and the Auto Industry: How to Succeed in Social Media Marketing With Really Trying Written By: Debbie Hemley

Written By: Debbie Hemley

Twitter is a powerful social networking platform and one that has become a go-to choice for businesses of all sizes and industries.

In recent months, Burger King and Jeep’s Twitter accounts were hacked and became the subject of many articles and conversations, online and off. In Jeep’s case,…

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Added by Garry House on April 2, 2013 at 8:00am — No Comments

Is it Something I Said? 5 Communication Tips To Motivate Your Team to More Sales

Creating loyal customers starts with a loyal team. It is important that your employees feel valued and motivated on a daily basis. When your team is at its best, then you can be sure that your customers will be getting the best service.

 

Here are 5 communication tips to make sure that you and your managers are being effective communicators and motivators.…

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Added by Mike Gorun on March 26, 2013 at 6:54am — No Comments

From the NCM Institute: Debunking “Retail Recon”: Why Your Used Cars Aren’t Competitive Written By: Wayne George

Today's blog post is by Wayne George, an NCM Executive Conference Moderator for several NCM 20 Groups. Prior to joining NCM, Wayne spent 29 years in the retail automotive world. He was also a charter member of the NCM General Managers Top Twenty Group for seven years.

  

Your…

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Added by Garry House on March 21, 2013 at 7:00am — 6 Comments

Make Your Fixed Ops Variable. 6 Tips to Increase Your Service Revenue

When we hear the term “Fixed Ops” we think of something that cannot be changed. The concept of Fixed Ops is that they depend on the result of the variable operations within a dealership. The goal is that as car sales rise, so will service revenue. However, your service revenue can move up the charts without having to depend on your sales. Here’s how:

 

By marketing your service department to existing customers AND new prospects you can increase customer retention and gain new…

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Added by Mike Gorun on March 12, 2013 at 6:45am — No Comments

From the NCM Institute Blog: Why are more customers tripping and falling at dealerships? Written By: Dennis Kane

This article was written by: Dennis Kane

 

I see an increasing trend from auto dealers: slip, trips and falls are on the rise, particularly in the service department.

This uptick can be attributed to some or all of the following factors:

  • Dealerships are simply more hazardous than previously, either due to changing weather patterns or because attention to safety has waned,

  • Dealerships are servicing a greater number of cars because more…

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Added by Garry House on February 28, 2013 at 2:48pm — No Comments

Communication Is Key To Service Productivity!

I think we can all agree, good communication is key to healthy personal relationships.  Its no different when it comes to relationships between a dealership and their customers.  A good example, sales professionals who stay in contact and effectively communicate with their customers during and especially after the sale will always be the top performers.  By staying connected, they are building long-term relationships which will result in…

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Added by Tom Kain on February 15, 2013 at 7:37pm — No Comments

From the NCM Institute Blog: Auto Dealership F&I Sets the Stage for a Successful 2013 by Rebecca Chernek

If you haven’t already done so, it’s that time to review your 2012 performance in detail. In what areas did you fall short of your goals and why? Where could you have generated greater gains and how? Don’t allow January to slip by without these facts in writing and a discussion of how you can best move forward in 2013.

A common F&I pay plan in the automotive industry is known as the grid. It compensates managers based on their per vehicle retail performance and products sold…

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Added by Garry House on February 1, 2013 at 12:50pm — 1 Comment

From the NCM Institute Blog:Does Your Service Department Have a High-Performance Culture?

At the NCM Institute Center for Automotive Retail Excellence, the training that we provide in our Service Management courses focuses primarily on strategies and tactics. However, we have discovered that the effective execution of the strategies that we teach is most often hampered by an important missing ingredient: most…

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Added by Garry House on January 24, 2013 at 12:21pm — No Comments

Extended Service Contract – To Buy or Not to Buy?

Whenever a new car is purchased, buyer has to make many crucial decisions, regarding the make and model of the car. Apart from these things there is one more thing that plays a vital role at the time of purchasing car, it is the service contract. This is especially relevant for those…

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Added by Brett Michael Williams on January 5, 2013 at 3:00am — No Comments

Is Raising Your ELR the Right Solution for a Lackluster GPM? by Robin Cunningham

This is a story about a phone call I received several months ago from a service director who had recently attended our NCM® Institute class, Principles of Service Management I. Although not her real name, I’m going to call her “Debbie” throughout the…

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Added by Garry House on December 21, 2012 at 7:45am — No Comments

From the Trenches - Let's Get Personal

 

As a practice, relationship marketing differs from other forms of marketing in that it recognizes the long term value of customer relationships and extends communication beyond intrusive advertising and sales promotional messages - Wikipedia…

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Added by Tom Gorham on November 23, 2012 at 12:30pm — 20 Comments

From the Trenches - Ethics are for Kids!

 

Ethics: The rules or standards governing the conduct of a person or the conduct of the members of a profession.

 …

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Added by Tom Gorham on October 8, 2012 at 4:30pm — 20 Comments

Are F Bombs Exploding On Your Showroom Floor?

I’m not really sure when the first time was that I heard somebody curse or that I even knew that it was a curse word at the time. I assume the first time I probably cursed myself was sometime in my teens, all the knuckleheads I hung around with did so of course I didn’t want to be odd man out… that's…

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Added by Craig Lockerd on October 8, 2012 at 9:00am — 14 Comments

Share Your Customer Feedback

I was struck by the simplicity of a sign in a hospital cafeteria the other day that said,

“You asked, we listened. Here are changes to our menu based on the spring survey. Keep your feedback coming.” I loved that.

The climate has shifted over the past two years where businesses are…

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Added by Glenn Pasch on June 23, 2012 at 4:34pm — No Comments

Still not Getting Reviews?

I opened up the latest Automotive News over breakfast today and noticed a teaser for an article inside. 

"Warning: Ratings Count for Shoppers".  Of course after teaching Reputation management and customer service workshops for the last 2 years in the automotive industry I am always drawn to this type of article.

Well before I get to what the article said, I…

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Added by Glenn Pasch on June 20, 2012 at 4:31am — 1 Comment

From the Trenches - There are 5 Rs in ROI for Social Media

Many Social Media advocates see RED when asked about the ROI (Return on Investment) of Facebook, Twitter, YouTube, Blogs, Pinterest and other Social Media.  The question itself evokes the idea that if something doesn't produce short-term,…

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Added by Tom Gorham on June 17, 2012 at 12:00pm — 14 Comments

Is a Visit to Your Service Bay like Pulling Teeth for Your Customers?

I’ll admit it. I fear bringing my vehicle in for service as much as visiting the dentist. I recently brought my car in for service, and for some reason, it reminded me of a routine dental check-up. Bear with me on this analogy.

 

Just like you want your teeth to stay white and strong, you want your car to run in tip-top shape. However, when the time finally comes to go back in for a check-up, you curl up in the fetal position, and softly cry (That’s what I do, at least, you may…

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Added by Will Michaelson on June 15, 2012 at 7:26am — No Comments

Service Into Sales Article

Hi All,

I collaborated on the following Edmunds’ article. I think the ADM membership may find it very interesting and helpful. A dynamic has developed into search queries on Edmunds, and the broader web, where customers who are holding on to cars…

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Added by John Giamalvo on May 22, 2012 at 6:30am — 2 Comments

RedBumper’s New Service Drive & Sales History Equity Tools Provide Lucrative Used Vehicle Inventory Source for Auto Dealers

Dallas, TX –May 21, 2012RedBumper, (http://redbumper.com/), a new breed automotive inventory management company, today announced the release of an entire suite of Service Drive and Sales Equity tools for its dealers, SmartDrive. SmartDrive very efficiently allows a dealer to identify in real-time customers coming through their service drive that are in a…

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Added by Bruce Thompson on May 21, 2012 at 6:58am — No Comments

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