Automotive Marketing Professional Community for Car Dealers, OEM and Suppliers
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.
Added by CPI Results on March 5, 2018 at 10:13am — No Comments
Added by Scot Eisenfelder on February 26, 2018 at 6:00am — No Comments
The results would probably tell a story very much in line with the overall CSI score. If the customer…Continue
Added by CPI Results on February 14, 2018 at 10:00am — No Comments
It struck me that many times in Customer Service, the person I am engaged with is “learning to shave” with me. What…Continue
Added by Mike Gorun on December 4, 2017 at 7:30am — No Comments
Added by Stephen Coambes on September 11, 2017 at 6:53am — No Comments
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…Continue
Added by Tim Clay on November 21, 2016 at 5:47am — No Comments
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…Continue
Added by Tim Clay on August 8, 2016 at 9:49am — No Comments
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…Continue
Added by Timmy D. James on January 28, 2016 at 6:15am — No Comments
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…Continue
These best practices combined with …Continue
Added by Leonard Buchholz on October 9, 2014 at 1:30pm — No Comments
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.…Continue
Added by Leonard Buchholz on August 26, 2014 at 2:25pm — No Comments
Added by Leonard Buchholz on July 23, 2014 at 10:33am — No Comments
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.
And 100% of the time when there is little progress in performance…Continue
Added by Leonard Buchholz on May 1, 2014 at 9:04am — No Comments
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.
Added by Leonard Buchholz on April 21, 2014 at 8:13am — No Comments
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.
It’s been 60 days.
Like many, you went to the NADA Convention determined to find the one thing that was going to make a difference in your Dealership this year. You had every intention of making changes and doing something different. You gathered information and then cataloged it. You even made a list of your Dealerships Managers and their responsibilities and revised their Goals based on the new information and training you were about to provide them.
You were ready for…Continue
Added by Leonard Buchholz on March 29, 2014 at 6:15am — No Comments
In every Dealership there is a desk. And behind that desk sits someone who has the responsibility to increase Profits.
In Fixed Ops, this person is called the Service Manager.
Typically (when I go into a store that is not profitable), I find the person sitting behind that desk working on everything not related to increasing Profits while believing that they are working on everything related to increasing Profits.
I call it the “Theory of Un-relativity” and it goes like…Continue
Added by Leonard Buchholz on March 26, 2014 at 3:20pm — No Comments
With the emphasis on increasing RO count through the manufacturer’s initiatives in regards to Quick Lube, Express Service, Fast Oil Change or whatever you call the 30 minute oil change in your Dealership, you would think that RO counts would be going up.
In some instances, yes they are. There is no doubt that these programs have resulted in more traffic into some stores in some cases.
But, in many stores, even with the advent of the “30 Minute Oil Change” marketing push and…Continue
Added by Leonard Buchholz on March 20, 2014 at 7:11am — No Comments
In every dealership that I visit that is struggling with increasing Sales per Repair Order, performing a walkaround is the area that the Advisors do not do well, if at all.
Recently, I was observing a service drive when a customer pulled up in a car and the advisor looked up from the desk and and said "Oh, look...she is just sitting there." And for the next 3-5 minutes, the advisor sat at her…Continue
Added by Leonard Buchholz on March 17, 2014 at 12:03pm — No Comments