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All ADM Blog Posts Tagged 'communication' (21)

Reach Out and Touch Someone

Do you remember the AT&T ad slogan “Reach Out and Touch Someone” from the early 1980s?  It may have been thirty years since that slogan reached its peak in popularity, but it still has a similar meaning today. Our high-paced, digitally driven world has made it even easier to stay in touch with our friends and…

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Added by Richard Holland on December 4, 2014 at 5:00am — No Comments

When An Apology Isn’t An Apology

Regardless of how hard you work to ensure that your customers have an excellent experience, mistakes happen. No doubt you’ve had customers complain about something – it took too long for their vehicle to be serviced, there was a miscommunication in pricing during the sale, or a general failure to deliver on promises…

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Added by Richard Holland on November 20, 2014 at 6:00am — No Comments

It’s All a Matter of Perspective

When did you last walk through the customer entrance of your dealership and look at what is truly being experienced by the customer?

 

Forget for a moment whether a sales consultant’s work area is messy, or if there are smudges on the windows. Let’s look a little closer at what a customer could see, hear…

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Added by Mike Gorun on November 18, 2014 at 5:30am — No Comments

Did Facebook Just Bring Down The Hammer on Brand Content?

In the past, a business could increase per post reach on Facebook simply by creating unique and engaging quality content. That has now changed and, for the most part, ads are the only real posts creating any significant reach. Organic posts on Facebook pages have seen reach drop into the 1-2 percent range, down…

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Added by sara callahan on November 10, 2014 at 3:33am — 2 Comments

The Best Defense Against Getting Conquested is an Aggressive Offense

It's as cliche as it comes. The best defense is a good offense. The best offense is a good defense. We've heard it a dozen times in different contexts, not the least of which are sporting events like football. As strange as it may seem, the saying has its most profound meaning when it pertains to car…

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Added by Jon Lamb on July 23, 2014 at 1:40pm — 1 Comment

Vendors: Don’t Be So Darn Annoying!

As a PR professional, my primary goal is to assist my clients in achieving the most exposure possible and build top-of-mind brand awareness among their potential customers. To help better understand how to best position my clients for success, I did a little research on how dealers perceive vendors and their…

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Added by sara callahan on July 16, 2014 at 5:00am — 66 Comments

What Is Anticipatory Customer Service?

A fascinating article in Forbes shared a concept that is increasingly winning over customers. In the article, the author described what he termed “anticipatory customer…

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Added by Mike Gorun on April 22, 2014 at 6:06am — No Comments

New NHTSA Labels Present Challenges to Dealers

Warranty work is a large part of any service department’s revenue. The recent announcement by the NHTSA mandating manufacturers to use specific labeling on recall notices could prove to be very helpful to dealers; helping them get the work faster and at a lower cost. However, there are challenges…

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Added by Richard Holland on March 6, 2014 at 7:30am — 1 Comment

Simple, Powerful Way to Connect with Online Leads and Ensure Customer Loyalty

How involved is your connection with each of your customers? Excellent personalized customer service is what sets a great dealership apart from others. Providing superior customer service is an essential part of…

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Added by Shawn Ryder on November 29, 2013 at 8:30am — No Comments

Do or Do Not. There is No Try. – 4 Rules to Responding to Angry Customers

In business, you are what you are perceived to be. 

Your customers not only have their own opinions of your business, but they can also influence other potential customers. How you actually run your business is certainly important. Just as important,…

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Added by sara callahan on November 13, 2013 at 7:00am — 3 Comments

What Do You Need to Know about the Change in the HazCom Regulation?

Employers are responsible for implementing the changes in the Hazard Communication regulation at their dealership. So, as an employer, what do you need to know about the Hazard Communication changes?

  1. Hazards must now be classified, noting the hazard class and hazard…
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Added by Rebecca Ward on October 7, 2013 at 8:00am — No Comments

How Microsoft Almost Gave Its Business To Google

Frequently, I write about how dealerships (or any company for that matter) need to have efficient, reliable communication tools in place so that all departments can access information at a glance. Quite ironically, one of the largest tech companies in the world, Microsoft, just proved that best practice as…

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Added by Richard Holland on August 1, 2013 at 8:40am — No Comments

Using Text Messages In Service Provides Instant ROI



In today’s world where everyone is going 120mph, people are more interested in convenience than ever before. Is it because time is so limited in our hectic schedules or is it because we’ve become accustomed to taking the shortest route possible to achieve the same end result?  For example, when cooking…

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Added by Richard Holland on April 18, 2013 at 8:19am — 1 Comment

Efficiency and Connection in the Mobile Market

In several aspects of the business world, thinking like a consumer will help you to better market to their needs. This includes knowing how your customers communicate and gather information, which has been changing rapidly as more and more people are using mobile devices and smartphones to search for information online.

It is forecasted that the mobile…

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Added by Rebecca Kon on March 14, 2013 at 2:30pm — No Comments

Are You Asking the Right Questions About Your Message?

I've learned that coincidences don't really happen. There's always a reason. As I worked on my story today regarding content, I stopped to check Facebook and found exactly what I needed, courtesy of…

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Added by J.D. Rucker on November 10, 2012 at 3:00pm — 3 Comments

ActivEngage Deep Thoughts: CRO and Genetic Algorithms

Here at ActivEngage, we are constantly contemplating the future of business on the Internet.  As we strive to provide our clients with thebest live chat service available, we often find ourselves gazing toward the horizon of what is possible.  This is the first installment of a blog series in which we will consider what the Internet is and what the…

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Added by Justin Braun on May 27, 2011 at 8:09am — No Comments

Do You REALLY Have the Right Communication Skill-sets in Your Sales Department?

Ever wonder why a sales consultant who is a rockstar on the floor fails on internet sales, and a rockstar internet sales consultant fails on the floor?  It isn't because they don't want to sell vehicles; they clearly can do that.  This happens because of a communication skill-set issue...

 

While studies vary on the subject, the scientific consensus is that during face-to-face communication, body language and tone-of-voice play the most important roles in what the customer…

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Added by Charles Kim on April 29, 2011 at 8:00am — 1 Comment

How is your Communication Bridge at your Dealership?



Have you ever been in your dealership where you have to explain to someone what he or she needs to do? They look at you and you see them nodding, but you are not sure they “get” what you mean.



From their perspective, the commentary in their head is saying,

” I hope he does not ask me what they just said. I have no idea what he means and I don’t want to look stupid or lose my job. Go away, go away, go away”.…

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Added by Glenn Pasch on August 25, 2010 at 4:39am — No Comments

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Added by Reid Richards on October 27, 2009 at 10:30pm — No Comments

Converting a Lead – The Need for Speed by Jeff Ward

Everything else being equal – Speed is the game-changer. Speed is your “not-so-secret” weapon.

Speed is a key element in lead conversion maximization.



In the world of sports we hear about the importance of speed from the broadcast announcers as they

call a game and we read about its importance in articles written by sports writers in their analysis post-game. You hear phrases like “with his speed they will never catch him” and “their speed on the base paths makes them a… Continue

Added by Jeff Ward on June 17, 2009 at 8:48pm — No Comments

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