Professional Community for Car Dealers, Automotive Marketers and Sales Managers
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
Finding a lost earring in the jewelry box, discovering the old autographed Tom Seaver baseball card when you clean out the attic, and learning that the shirt you are about to pay retail for is discounted, are all pleasant surprises.
How about walking into your bank and having the ATM talk with…Continue
Whether a dealership actually cares about making the customer happy, or merely wants to ensure that their CSI scores stay acceptable to the OEM, these scores play a major factor in the overall health of a dealership.…Continue
There are many things that companies can do to earn a customer’s loyalty. However, e-mail marketing isn’t typically high on the list. Consumers get barraged continuously with marketing messages via e-mail. As you go through your in-box, how many do you delete without even reading them in order to get to those you are…Continue
The adage “two brains are better than one” has long been used to think through matters and solve problems. And to take it even further, excluding the human element, often two computers with different programming can solve problems more effectively than a single device.
As an example; the government has…Continue
Added by Richard Holland on August 7, 2014 at 6:22am — No Comments
Designing your sales process to focus more on your customer’s needs and wants and less on you can help you be more successful. It lowers the customer’s natural resistance and can help you sell more and make more profit. There are 10 key ingredients to making this happen.
A Positive Attitude
Much has been written about the importance of maintaining a positive attitude and I will not rehash all of that here. A positive attitude is your armor against…Continue
Added by Al Mosher on August 4, 2014 at 6:44am — No Comments
In May I wrote a blog article explaining how employee retention in service will become increasingly important due to many factors. Apparently, that’s becoming true faster…Continue
Audi Huntsville, a dealership under the Hiley Group, proudly participated in the J.D. Power Customer Service Index (CSI) study. A study that helps indicate how customers view their …
Added by Manny Luna on July 29, 2014 at 9:00am — No Comments
I am sure many of you have heard about the recent customer service debacle involving Comcast over the past week.
In case you aren’t familiar with what happened, a customer called into their…Continue
Added by Scott T. Joseph on July 15, 2014 at 4:37am — No Comments
Whether we like to acknowledge it or not, we all answer to someone. Ideally, we see this connection as an opportunity to serve others. Serving others may seem old-fashioned but to the contrary, commitment to serving others is the route to true personal and business fulfillment.
My guess is our serve-others intention increases as we walk toward the new up. Yet to what extent do we actively serve those who have purchased from us already? The customer database is rich with existing…Continue
Added by Jeff Cotton on June 12, 2014 at 2:10pm — No Comments
[This is part five in the "What's the Big Deal With Data Anyways?" series. Click here to read part four.]
Segmentation of DMS data can be defined as…Continue
Added by Mike Gorun on June 10, 2014 at 4:00am — No Comments
Over the past few years numerous new marketing companies have emerged as a solution for dealers’ digital and print marketing needs. Some of these new entities specialize in SEO, some will write your social medial posts and some will manage your online dealer reputation. Yet the largest growth is seen in companies that…Continue
Added by Mike Gorun on June 4, 2014 at 5:59am — No Comments
By Gregg Manson
If advisors could read service customers minds, time would be saved, customers’ needs more accurately addressed, and service sales, CSI and retention would all improve.
Advisors who read minds know that every customer pulling into the drive has on his or her mind that day:
Ability to address these questions in…Continue
Added by Gregg Manson on June 3, 2014 at 1:00pm — No Comments
As I mentioned in part two of this series, many DMS providers make it difficult for dealers to download their customer database. In some cases, it’s…Continue
Added by Mike Gorun on May 20, 2014 at 5:11am — No Comments
Added by Gregg Manson on May 19, 2014 at 2:37pm — No Comments
In part one of this series, I discussed the importance of dealerships using their data effectively in marketing and how, when done properly, it can…Continue
Added by Mike Gorun on May 16, 2014 at 6:03am — No Comments
Every year it seems that "hot topics" emerge in the automotive retail industry; this year much of the focus is on fixed ops and customer retention. Dealers spend a small fortune on websites and Internet marketing in order to capture customers; now they are realizing that an equal amount of resources and energy should be spent on servicing and keeping those customers.
If customer retention is the goal, keep in mind that true customer loyalty is achieved not by a product but by…Continue
Added by Mike Esposito on May 7, 2014 at 9:13am — No Comments
ALBANY, N.Y. – May 5th, 2014 – Auto/Mate Dealership Systems (www.automate.com) announced today that results from its Spring survey reveal that more than half of auto dealers have customer loyalty or rewards programs in their dealerships, and another 20 percent have plans to implement one soon or are "thinking about it." Additionally the dealers weighed in on what they believe are the top factors that contribute towards building a loyal customer…Continue
Added by Mike Esposito on May 5, 2014 at 7:41am — No Comments
I recently read a very thought-provoking article asking this very question; “Is the simple fact that the customer has money enough to make the purchase a determining factor for you?” Too often the customers dealerships…Continue
Added by Mike Gorun on April 30, 2014 at 5:07am — No Comments