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All ADM Blog Posts Tagged 'Service' (81)

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

Wow a Real Voice. It Freaked Me Out.

I was calling the other day to set up some travel and when I dialed I got a real voice versus an IVR. The funny thing was, I checked to make sure I dialed the right number.

 

Now how funny is that. We are so accustomed to getting a recording (you have reached...) or a support line,…

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Added by Glenn Pasch on March 27, 2012 at 5:30pm — 14 Comments

I Keep Stumbling upon new places for Reviews

Reviews are creeping up everywhere

 

I was checking in online the other day for my trip to DMSC conferenceand Continental had placed the following set of tabs at the bottom of my boarding…

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Added by Glenn Pasch on January 31, 2012 at 8:05am — No Comments

Be a Sales Pro – Work the Service Drive

Question: Is a sales associate’s selling responsibility complete once the customer drives off in his or her new wheels? For too many sales associates it is. This is a mistake.

 

Of course, the action all sales associates thrive on is, indeed, in the front of the store. After…

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Added by Kurt Kubicki on January 25, 2012 at 5:30am — 5 Comments

A Bug In My Potato Salad

“It only takes one bug in the potato salad to ruin a picnic,” according to one of the little old ladies I went to church with as a child.  As I move further away from a precocious child and closer to being a sweet little old lady, I am realizing that she was not registering a complaint about church picnics but planting a seed of wisdom that would develop as I grew older.  One little bug…

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Added by Stephanie Young on January 19, 2012 at 9:58am — No Comments

Look at your Dealership through the Eyes of your Customers

As we continue our conversation about Zero Moment of Truth, where customers research you and your products online, let’s not forget what the First Moment of Truth is: When people contact your dealership.

I want to focus on what happens when customers get on site and how what happens can affect the sale. To explain my point, at a recent workshop I posed this question to readers: “ What are some things that customers saw upon coming to a dealership that negatively affected their…

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Added by Glenn Pasch on January 13, 2012 at 4:16am — 2 Comments

Customer Partnerships Create a Better Future For Both Parties

Hi again,

 

I wanted to post another article, in regards to the partnerships we develop. Paul Long wrote this a while ago, and I wanted to get the opinions of the ADM community. 

 

 …

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Added by Will Michaelson on November 11, 2011 at 9:45am — No Comments

DealerRater® Launches PrivateBuy™ Car Buying Service with CarWoo!

DealerRater® Launches PrivateBuy™

in Association with CarWoo!

DealerRater and CarWoo! join forces to offer DealerRater consumer members PrivateBuy - an online service that provides auto…

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Added by Ralph Paglia on November 3, 2011 at 6:30pm — No Comments

SiSTeR Technologies Opens Their Enhanced Publisher Platform to Dealers and Third Party Service Providers.

The Publisher delivers ROI beyond the dealer’s website.

October 4, 2011, Dallas, TX:  SiSTeR Technologies, a provider of applications and hosted services for the automated creation and management of multimedia marketing, today announced the release of their new application – the Publisher - as part of their 4DF video player that is currently published on over 5,000 auto dealers websites, major third party leads providers, Facebook and direct link from YouTube to…

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Added by TERRY GIBSON on October 4, 2011 at 2:50pm — No Comments

Are Your Service Advisors Order Takers or Advisors?

If I wanted someone to just take my order and deliver, I would go to a fast food drive thru.  When I go to have my car serviced, I want service.  I believe that service advisors are more than just order takers or the message delivery system between a consumer and a technician.  Think about it?  An advisor according to …

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Added by Stephanie Young on September 21, 2011 at 9:30am — No Comments

Perception is a Powerful Force

In real estate it is location, location, location.  In the retail sales world, it is perception, perception, perception.  Every one of your consumers wants to have a individualize experience when doing business with your organization.  I like to call it the “Disney” experience since Disney has set the benchmark in customer service.  It…

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Added by Stephanie Young on July 1, 2011 at 6:30am — No Comments

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