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All ADM Blog Posts Tagged 'experience' (48)

Will Speed & Efficiency Give AutoNation A Competitive Edge?

The largest complaint that consumers have when considering a vehicle purchase is the fact that the process takes too long. Even with all the new technology processes that dealerships have employed over the past few years, the purchase process is still as long and…

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Added by Mike Gorun on November 26, 2014 at 6:00am — 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

What Have you Done for Me Lately?

A few years ago, car dealers across the nation were caught in the net of a struggling economy. Fewer sales compounded by budget conscious customers caused many car dealerships to restructure their corporate operations, reduce staff and tighten their wallets. Many dealership owners, along with their manufacturers, were…

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Added by Richard Holland on November 6, 2014 at 6:00am — 1 Comment

Going Beyond All-You-Can-Eat In Loyalty

When consumers think of loyalty programs, they typically think of racking up miles, or frequenting a business in exchange for rewards, perks or freebies.

No matter what business you patronize, there is a good chance that it is offering some sort of loyalty…

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Added by Mike Gorun on October 24, 2014 at 5:30am — 2 Comments

There’s Always Time to Do It Right!

You don’t have to live in a bustling city to see that people are in a hurry.

Compared to even ten years ago, it seems that everyone is in a rush to get something done fast and with as little inconvenience as possible. The reality is - people have less time, which…

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Added by Richard Holland on October 23, 2014 at 5:30am — No Comments

Good Customer Service?

Is your car dealership doing everything possible to keep your customers satisfied and happy?  Now, more than ever, your reputation for building relationships and retaining customers may depend on your company’s focus on providing the very best customer service.

 

How is good customer service…

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Added by Mike Gorun on September 30, 2014 at 5:00am — No Comments

How to Make Lemonade Out of Lemons: the Easy Way

There are many stories of young kids or teens starting successful businesses. And there are as well the simple stories of kids mowing lawns or washing cars to earn extra money while their friends are out playing. A similar story gained…

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Added by Mike Gorun on September 15, 2014 at 5:30am — No Comments

First Comes Love, Then Comes Marriage…Then Comes??

Do you think your customers feel the same about your company as you think they do?  Think again, they probably don’t.

 

These days, car dealerships, try to express their individuality from their competitors through value propositions. Almost every dealership has some sort of template or message…

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Added by Mike Gorun on September 9, 2014 at 3:30am — No Comments

Is Instant Customer Feedback In Your Future?

There’s no doubt that customer satisfaction is important to all car dealerships.

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.…

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Added by Richard Holland on August 14, 2014 at 6:00am — 3 Comments

Paint Your Way to Increased Profits

As a sales and marketing professional, you probably learned a long time ago that the best way to present your products is by using words that paint a picture. Not just any picture, a picture that puts each shopper in the picture; helps them visualize owning your product; and then mentally experience the emotional…

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Added by Timmy D. James on August 8, 2014 at 6:22am — No Comments

Fixed Ops: The Scramble for Technicians Begins

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…

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Added by Richard Holland on July 31, 2014 at 7:00am — 2 Comments

Sometimes It’s Better To Cut Your Losses

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…

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Added by Richard Holland on July 24, 2014 at 6:30am — 4 Comments

Modern Service Realities

Here are three important realities every service staff needs to embrace today:  

  1. Customers bring the same set of basic questions with them to the service drive that they always have.
  2. Customers have a different set of expectations of what makes up service satisfaction than they did five…
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Added by Gregg Manson on May 19, 2014 at 2:37pm — No Comments

What Happened to Customer Service?

A recent event held by Edmunds named “Hackomotive” brought together some of the brightest technology innovators in the automotive industry.

The purpose of this event was to streamline the automotive buying process for consumers. Technology and shopping portals are increasingly…

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Added by Richard Holland on April 3, 2014 at 3:00am — 3 Comments

Who Wants A Truck? Jimmy Fallon Does!

Last week, the newly appointed host of “The Tonight Show” mentioned on the air that he was in the market for a new truck. Of course, manufacturers couldn’t resist the golden opportunity to try and convince the star to choose theirs.

 

Ford responded first urging Jimmy to check out the 2015 F-150, within minutes of his proclamation.…

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Added by Richard Holland on March 13, 2014 at 4:00am — 3 Comments

Loyalty Begins At Home

I’m sure you’ve heard the phrase “Work your pay plan.” It doesn’t matter whether you held a position in sales, service, or parts, this advice has always been considered good. Towards the end of the month, when Sales Managers need those extra units sold on the weekends in order to hit bonuses from the…

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Added by Mike Gorun on March 4, 2014 at 7:38am — No Comments

Don’t Be Intimidated by Customer Loyalty

Many dealers are intimidated by the concept of “customer loyalty.” The simple attempt at trying to design and implement a strategy that creates lifetime customers is certainly a daunting one. It takes a lot of work and effort to accomplish this, for sure. However, just like you train your sales…

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Added by Richard Holland on February 27, 2014 at 9:02am — 4 Comments

When the Customer Isn’t Right

I write a lot about customer experience, service and retention. With our hyper-competitive industry demanding greater transparency, it will continue to become more important. In a recent article, “…

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Added by Richard Holland on January 9, 2014 at 7:00am — 6 Comments

What’s In Your Wallet – The Sequel

In the October 2013 edition of Dealer magazine, I examined a phenomenon that occurred last Christmas.

Partnering with luxury shopping site Gilt.com, Starbucks offered an ultra-exclusive…

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Added by Mike Gorun on December 24, 2013 at 5:00am — 6 Comments

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