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All ADM Blog Posts Tagged 'operations' (88)

Shut Down the Chat Boxes on your Website

Today's Environment

Do you ever get fed up with the chatbots that keep appearing on websites even after you have shut them down?  Well, many websites could use some chatbot best practices! That is just one of several things I find that need to be fixed on dealer websites to improve the consumer experience.

 

I don't know…

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Added by Ujj Nath on August 20, 2020 at 7:30am — No Comments

Don't Ask Me Too Many Questions When I Schedule An Appointment For Dealer Service

Today's environment:

Sometimes when I look at an auto dealer website I sit back, scratch my head, and wonder if they have ever scheduled an appointment for dealer service on their website?

Not to mention all the…

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Added by Ujj Nath on July 20, 2020 at 9:00am — No Comments

Used Cars: The Wild Ride that Could

As hard as we try to increase recall completions, there always seems to be a bump in the road. We may soon be in for a pretty big one from the used-car market and there are plenty of signs pointing to this having a major effect on both dealerships and consumers.

 

According to a recent article in…

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Added by Dan Beres on June 22, 2020 at 6:30am — No Comments

VettX Partners with Recall Masters to Identify Vehicles with Dangerous Recalls on its Platform

Auto dealerships and consumers now have additional layer of transparency to safeguard them from making uninformed acquisitions

 

Laguna Hills, CA, June 10, 2020Recall Masters, Inc., the nation’s leading provider of automotive recall solutions, today announced a partnership with VettX, an automotive industry software provider that enables auto dealerships to…

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Added by Dan Beres on June 15, 2020 at 6:49am — No Comments

It Doesn’t Get Much Worse than This!

All automobile manufacturers strive for dominance in the marketplace.

Vying for consumer's money, trust, and brand loyalty is an ongoing challenge through a balance of quality, quantity, and a franchised network of dealerships that entice consumers to buy and service their vehicles.…

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Added by Dan Beres on June 3, 2020 at 6:00am — No Comments

Boost Acquisition Partners with Recall Masters, Adds Critical Recall Data to its Offering

Partnership drives much-needed dealership service revenue by facilitating  recall repairs at no cost to private-party vehicle sellers

Laguna Hills, CA, May 19, 2020Recall Masters,…

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Added by Dan Beres on May 19, 2020 at 7:00am — No Comments

How to Communicate to Service Customers During the COVID-19 Crisis

In my last blog, I shared some tips about how dealerships can help protect customers and staff in their service departments during this challenging time. In addition to having the precautions in place, it is important to know how to correctly communicate…

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Added by Dan Beres on April 14, 2020 at 7:20am — No Comments

Recall Masters Supports Dealers with COVID-19 Response Kit to Help Handle Service Customers

April 8, 2020, Laguna Hills, CA – Recall Masters, Inc., the leading provider of automotive recall data, technology, and communications, today announced the launch of a special COVID-19 Response Kit at no cost for its auto dealer clients. The kit is designed to help improve the handling of service…

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Added by Dan Beres on April 8, 2020 at 7:00am — No Comments

Knowing Your Customer vs. Looking for the Sale

How well do you know your sales and service customers? Not just the customers who have purchased a car in the last month, or the ones who get their cars serviced on a regular basis, but all of your customers?

 

Considering your dealership has thousands of contacts in its DMS, it’s highly unlikely —and unrealistic—that you know your customers…

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Added by Courtney Evans on March 27, 2020 at 7:03am — No Comments

Is Your Delivery Process Sabotaging the Customer Experience?

Service retention rates in dealerships have been steadily declining over the last three years, according to Affinitiv’s recent Automotive Loyalty Trends study, which analyzed data from more than 1,000 auto dealerships.

 

In domestic brand dealerships, service retention rates have dropped from 61.2% to 60.2%. At import brand dealerships,…

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Added by Doug Van Sach on March 12, 2020 at 11:34pm — No Comments

Recall Completion Rates and Technology

The problem of how to increase recall completion rates has been a thorn in the side of both manufacturers and dealers for quite some time. Despite numerous attempts from several sources, a majority of consumers fail to pay attention to any notification because they discard the mailers, discount the severity of the recall or simply don’t have the time needed…

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Added by Dan Beres on March 6, 2020 at 6:54am — No Comments

myKaarma Launches Service Cart, Almost Doubles Service Recommendation Approvals at Pilot Auto Dealerships

Long Beach, CAJanuary 31, 2020 — myKaarma, the leading communications and payments software provider for automotive dealer service departments, today announced the launch of Service Cart. The mobile repair recommendation tool is designed to improve customer transparency and convenience by enabling instant approval and feedback from the customer. This results in higher retention, shorter authorization times, a significant…

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Added by Ujj Nath on February 3, 2020 at 5:09am — No Comments

Owner Retention Programs: The Good, the Bad and the Ugly

Most auto dealerships do some if not all of their service marketing with their manufacturer owner retention programs (ORPs). The purpose of ORPs is stated in the name: to build customer loyalty. But how well do these programs deliver on that…

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Added by Courtney Evans on January 31, 2020 at 6:30am — No Comments

Is this an Effective Way to Inform Recall Customers?

Consumers are notoriously difficult to reach when it comes to safety, needed repairs and attending to recalls.

OEM and dealer methods include everything from phone calls, to text messages and direct mail. However, far too frequently, these notifications end up in the…

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Added by Dan Beres on January 20, 2020 at 6:00am — No Comments

The Wrong Way to Increase Service Revenue

In search of service revenue, dealerships turn to randomly scheduling service appointments regardless of shop capacity.

Or they take everyone that drives up. This can easily overwhelm the service department. It leaves customers frustrated and causes a LOSS in service revenue from…

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Added by Dan Beres on December 12, 2019 at 6:30am — No Comments

Is Mobile Service the Answer to Higher Recall Completion Rates?

Recall completion percentages have been increasing, but despite increased communication attempts, that increase is hitting a plateau.

 

A recent trend reveals that many vehicle owners are very interested in mobile services. Currently, the percentage of independent repair shops that offer mobile services dramatically outweighs franchised dealers.…

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Added by Dan Beres on December 2, 2019 at 7:01am — No Comments

Where Oh Where Do We Find More Techs?

With the increasing demand for service repairs, dealers are scrambling to recruit more technicians. At the same time, the pool of experienced technicians is dwindling, as not enough new technicians are entering the workforce -- and demand will only increase.

 

Regardless of how much money your dealership may spend to expand your facilities to…

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Added by Dan Beres on November 19, 2019 at 5:36am — No Comments

5 Essential ORP Communications

Your dealership has probably been using an owner retention program (ORPs) for years, but when was the last time you evaluated the effectiveness of each communication?

One thing is certain. Sending out the same communications with the same messages via the same channels, again and again, isn’t a winning strategy. The goal of an ORP is to…

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Added by Courtney Evans on November 8, 2019 at 6:36am — No Comments

Who’s the Baby? Recalls and Infants

When people think of recalls, at least in our industry, most think about vehicles. For many consumers, merely contemplating spending their time at a dealership waiting for a recall to be repaired or losing the use of their car for some time, seems draining and inconvenient. But most consumers probably don’t consider the potential risks recalls can pose to…

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Added by Dan Beres on November 7, 2019 at 7:00am — No Comments

Leverage Your Marketing to Gain More Service Business!

Retention is vital for long-term profitability and health. Some dealers coast along thinking they have retention covered, when, in fact, nothing could be further from the truth. Sure, offering a great customer experience in service can head you in the right direction. However, it is not just free coffee, donuts, or wi-fi access that bring customers back.…

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Added by Dan Beres on October 16, 2019 at 6:43am — No Comments

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