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All ADM Blog Posts Tagged 'advisor' (44)

The Rule of 3: Perfecting Sales-To-Service Handoff

If your dealership is like most, the sales and service side of the house feel like two disconnected islands most of the time. The teams rarely come together unless handling reconditioning or aftermarket accessory installation. But…

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Added by Stephen Coambes on June 20, 2019 at 7:14am — No Comments

The Sales-to-Service Handoff Can Translate to Serious Revenue & Loyal Customers

Hidden profit opportunities exist throughout most dealerships. Whether those opportunities present themselves through service customers migrating to sales or sales customers that become service customers, all can lead to increased revenue and building relationships with your customers. Many dealers, however, don't incentivize those handoffs, so these episodes…

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Added by Chris Miller on April 1, 2019 at 7:28am — No Comments

How to Handle Rejection in the Service Department

A service advisor’s role is like that of an athlete – they must perform to a certain standard to keep their job.

Also, a service advisor has hot streaks…

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Added by CPI Results on April 2, 2018 at 2:12pm — No Comments

Customer Interaction App Helps Mercedes Benz of North Palm Beach Build Trust and Loyalty with Service Customers

LONG BEACH, Calif.,-- April 2, 2018-- -- myKaarma, software that helps dealerships communicate better with their customers at every stage of the service process, right from check-in through to payment, today announced that Mercedes Benz of…

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Added by Ujj Nath on April 2, 2018 at 6:30am — No Comments

Cut Your Profits by Pre-Qualifying Service Customers

An elderly lady drives her 10-year-old car into the service drive. 

The corners of the bumpers are lightly scuffed, the rims have curb rash, and the odometer has a third of the average miles for a car its age. 

A mother pulls…

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Added by CPI Results on March 5, 2018 at 10:13am — No Comments

Variable Pay Plans: Motivators or Impediments?

T…

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Added by Scot Eisenfelder on February 26, 2018 at 6:00am — No Comments

The First Call is the Turning Point

You won’t find the question on a Customer Satisfaction Index survey: “Who made the first phone call during your service visit – you or your service advisor?”

The results would probably tell a story very much in line with the overall CSI score. If the customer…

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Added by CPI Results on February 14, 2018 at 10:00am — No Comments


Dealer
How does a barber learn to shave?

I came across a quote recently and I cannot remember the author, but I sure remembered the quote. It goes like this; “A barber learns to shave by shaving fools.”

 

It struck me that many times in Customer Service, the person I am engaged with is “learning to shave” with me. What…

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Added by Leonard Buchholz on January 30, 2018 at 7:00am — 1 Comment

The Fight Club: Why Your Dealership Should Have One

I know that in writing this article, Im completely violating the first rule of the fight club. 

However, my guess is…

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Added by Mike Gorun on December 4, 2017 at 7:30am — No Comments

Want to Increase Service Revenue? Start with the Basics!

After decades of working in and with dealerships all over the country, I find that…

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Added by Stephen Coambes on September 11, 2017 at 6:53am — No Comments

Anticipation Is Not What’s Making Them Wait – It’s Inefficiency!

Recently I’ve seen several blogs and articles about the customer experience and an article in Automotive News really caught my attention and sparked my interest. It is all about how seven minutes is far too long…

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Added by Tim Clay on November 21, 2016 at 5:47am — No Comments

Give Them Options & Revenue Will Come

There’s nothing more disheartening to a service advisor than presenting a customer with a list of service recommendations only to hear the customer agree that they need the service, understand its importance and value, but they simply don’t have the available funds to complete it.

 

In such a highly…

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Added by Tim Clay on August 8, 2016 at 9:49am — No Comments

Use Video to Increase Service Upsell

It’s widely known that video walkarounds, email responses and other types of video attract more attention from car buyers and better engage them once they reach out to you. But, one of the biggest mistake I see most dealerships make is to neglect the service department in their video marketing efforts.

 

Most importantly, utilizing video in your service…

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Added by Timmy D. James on January 28, 2016 at 6:15am — No Comments


Influencer
Time Isn’t of the Essence

Imagine a customer that is in for a routine oil change at your dealership.

As part of the complimentary inspection your store provides, it is discovered that the vehicle’s brake pads are severely worn and it would be unsafe to continue driving the vehicle much longer without replacement.  The service advisor brings this to the customer’s attention.…

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Added by Richard Holland on January 15, 2015 at 5:30am — 3 Comments

3 Key Components of Outstanding Service Departments

When examining the best service departments across the country, you often find that they all share common best practices that create additional service sales and gross profits for their dealerships.

These best practices combined with daily…

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Added by Leonard Buchholz on October 9, 2014 at 1:30pm — No Comments

How to "Blow Up" your Customer in the service drive 5 different ways

One of the many byproducts of training in so many dealerships is that you get to observe all the different ways people do things. Like how they answer the phone or talk to a customer in the service drive.

Over the years, I’ve made it a point to take note of some of the ways Advisors and Managers blow their customer up in the service drive and I thought I would share with you my observations and my Top 5.…

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Added by Leonard Buchholz on August 26, 2014 at 2:25pm — No Comments

Is this a "Training Issue"...?

Nearly every week we spend training in a Dealership, we try to identify and help correct deficiencies in production, CSI and dealership employee performance. The rub is that every dealership has different issues and problems.

Sometimes it’s the training, sometimes it’s the employee and sometimes it’s the management.

And 100% of the time when there is little progress in performance…

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Added by Leonard Buchholz on May 1, 2014 at 9:04am — No Comments

Processes Save Lives

Processes save lives. It’s true. It is especially true when you are lying in a hospital bed with a doctor and a nurse talking to you about how their processes will save your life…which was where I found myself in the not too distant past.

Saving a customer's life begins with processes.
Saving a customer's life begins…
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Added by Leonard Buchholz on April 21, 2014 at 8:13am — No Comments

How to make a banana into a bbq pork sandwich...with chips and a drink.

One of the best things about traveling is experiencing how other people run their businesses. 

It also allows you to have many different Sales presentations from many different people. This story is about how one motivated, knowledgeable and especially friendly Salesperson made a banana into a bbq pork sandwich.

 

I…

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Added by Leonard Buchholz on April 14, 2014 at 7:30am — 1 Comment

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