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All ADM Blog Posts Tagged 'satisfaction' (38)

You Think Your Customers are Happy? Do This & Watch How Fast That Changes!

Manufacturers hold dealerships accountable for customer satisfaction and the overall…


Added by Chris Miller on February 8, 2018 at 6:00am — No Comments

ELEAD1ONE Receives 7 DrivingSales Dealer Satisfaction Awards

Ranked #1 in Dealer Satisfaction, ELEAD1ONE Receives 7 Award…


Added by Bill Wittenmyer on February 7, 2018 at 6:43am — No Comments

Forrester's 2017 customer service trends

Every year, Forrester publishes their customer service trends report, and 2017 is not an exception. To see what we can expect in this field, we are here reporting on the six most important predictions of Forrester’s analyst Kate Leggett who believes that operations will…


Added by Thomas F. Jung on May 4, 2017 at 6:42am — No Comments

Customer Satisfaction Failures Can impact your Wallets

In the wake of the backlash from the recent United Airlines incident, it has been widely reported that many airline CEO’s salaries are, at least in part, connected to customer satisfaction scores. In the case of United’s CEO Oscar…


Added by Mike Gorun on April 18, 2017 at 5:30am — No Comments

Employee Retention: Why Are We Going Backwards?

A recent article in Automotive News reports that the three-year employee retention rate at dealerships reached a new low, dropping by 2%.

In fact,…


Added by Mike Gorun on October 6, 2016 at 7:00am — 3 Comments

Food is the Way to a Man’s Heart... But Not That Kind of Food

This common saying is certainly one that everyone knows. And, whether it’s true or not, has endured time. Why? Because someone cooking for you is an intimate act that is satisfying and elicits fond memories. In essence, this act accomplished on a regular basis is supposed to be the recipe (pun intended) to win the…


Added by Mike Gorun on June 30, 2016 at 6:45am — No Comments

Don’t Let Poor CSI Make You Afraid of Recall Customers

Automotive recalls present an opportunity to maintain and improve dealer and brand integrity while winning back lost customers and attracting new customers that typically do not service at a factory-certified dealer. Historically, however, recalled vehicle owners have been viewed as a nuisance by dealership personnel.…


Added by Chris Miller on March 4, 2016 at 5:23am — No Comments

Is RedCap the Answer to Increased Service Revenue & Customer Satisfaction?

A recent article in Automotive News highlighted a start-up seeking to help dealers offer loaner cars and delivery/pick-up services without the additional expense of staff. RedCap Automotive…


Added by Chris Miller on December 18, 2015 at 5:30am — No Comments

Is It Ever OK to Lie to a Customer?



Now let me explain...


In our industry – as well as life – we continuously talk about transparency.

Let’s be brutally honest here. Sometimes honesty isn’t the best policy. Is it always that way in real…


Added by Mike Gorun on December 8, 2015 at 5:00am — 3 Comments

Is Spreading the Sales Process Out the Answer to Excellent CSI?

A hot topic of much discussion today is the decrease in the sales process. There are many opinions on whether shortening the time it takes consumers to buy a vehicle is the answer to providing a better customer experience. There’s no doubt that it can be arduous and exhausting for a consumer to buy a car…


Added by Mike Gorun on October 27, 2015 at 6:03am — No Comments

Discounts: They Work But Can Do More Harm than Good

It’s no secret that dealerships have been in a crazy race to the bottom in terms of profit per vehicle. Consumers are always looking for the best deal and automotive Internet resources are providing them with more ammo to negotiate with. Dealers have been complaining for years about decreasing profit margins on…


Added by Mike Gorun on June 9, 2015 at 5:30am — No Comments

Auto/Mate Ranks Number One on Top Workplaces 2015 Report

Mike Esposito Honored with Special Leadership Award from the Times-Union

For Immediate Release

Albany, N.Y. – April 27th, 2015 – Auto/Mate Dealership Systems (…


Added by Mike Esposito on April 27, 2015 at 8:46am — No Comments

Is Going Above & Beyond Really the Path to Customer Loyalty?

Most executives believe that providing an excellent customer experience will increase customer loyalty. Many companies are known for it and stand out as examples of how to win business and loyalty – Nordstrom, Zappos and Apple come to mind. While providing an excellent customer experience is certainly more likely to…


Added by Richard Holland on January 29, 2015 at 7:00am — No Comments

Auto/Mate Honored As One of The “Best Places to Work” Fifth Year In A Row By The Albany Business Review


ALBANY, N.Y. – November 3rd, 2014 –Auto/Mate Dealership Systems ( has been honored as one of the thirty “Best Places to Work” in New York State’s Capital region by the Albany Business Review. It is the fifth year in a row that Auto/Mate has received the distinction.


"After five years we don't take this award for granted. We continue to work hard to create…


Added by Mike Esposito on November 3, 2014 at 2:17pm — No Comments

Less Complaints Don’t Always Equal Increased Customer Satisfaction

It sounds backwards, at first, but when was the last time you asked your customers for a complaint or some constructive criticism?  If you’re like most dealerships, you’re doing everything you can to avoid complaints and negative reviews. In the past, you may have even ignored customers that voiced a complaint.…


Added by Mike Gorun on October 7, 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…


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

How Simply Getting the Job Done Can Be a Bad Thing

Working at a car dealership often takes its toll on employees. The demands of a fifty, sixty or seventy hour work week often leaves the employee exhausted, mentally and physically. Generally, these employees are not clock-watchers, they are your commissioned sales people, your technicians, your management staff and they…


Added by Richard Holland on August 28, 2014 at 5:07am — 2 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.…


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

Turning Satisfied Into Loyal

Every day we hear about customer satisfaction. Companies do surveys to find out how satisfied their customers are with the service they received. Some even go so far as to reward employees with bonuses or prizes based on satisfied customers.


That’s just wrong. ‘Satisfied’ is the lowest level…


Added by Al Mosher on December 30, 2013 at 5:32am — No Comments

Be Your Own Customer

How easy is it to do business with your business? How easy is it to get help? …resolve a problem? …answer a question? The answer to those questions is probably that you don’t know because you’ve never tried to do any of those things.

Want a real report card on how your staff is doing? Try being your own…


Added by Al Mosher on December 10, 2013 at 5:19am — 1 Comment

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