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All ADM Blog Posts Tagged 'satisfaction' (20)

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…

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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…

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

The Odds are Always in the Casino’s Favor

Anyone who gambles – whether they are a casual gambler or a professional gambler – realizes that casinos aren’t in business to lose money. In fact, casinos must generate a ton of revenue just to keep the Las Vegas strip lit up 24 hours a day. It really doesn’t matter which game you choose to play. Every game is…

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Added by Mike Gorun on November 19, 2013 at 6:14am — No Comments

Empowering Employees to WOW Without Fear

The Ritz-Carlton hotel chain has an exciting customer service policy that empowers every employee with $2,000 to satisfy any guest without approval. This isn’t a one-time power but it’s per incident. Some business…

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Added by Mike Gorun on October 22, 2013 at 6:25am — No Comments

Thanks for the Memories

What was the last restaurant you ate at? Did you tell anyone about it? Why? What prompted you to do so? Did you get good service, bad service? Was the food great or horrible?

What these questions all have in common is that they all answers the fundamental aspects of what type of customer experience that…

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Added by Mike Gorun on October 1, 2013 at 5:56am — No Comments

Morph Be-Backs into Buyers

How’s your attitude towards shoppers who walk without buying? 

  • Snarky?
  • Ambivalent?
  • Opportunistic? 

The right first response should be, with curiosity: Why didn’t the customer buy? A range of reasons might answer the question – from wrong inventory and price to poor presentation or dislike of the sales associate. 

For whatever reason a shopper leaves the showroom without buying, the productive attitude is one that focuses on opportunity.…

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Added by Jeff Cotton on September 26, 2013 at 8:03am — No Comments

How Can Vendors Deliver on Great Expectations?

As a technology provider, AutoAlert has the weighty obligation to deliver great service and support to its customers, North America’s franchised automobile retailers. 

As a dealer, do you entertain great service expectations from the vendors with which you do business? If not, you should – and you should hold them accountable for meeting those expectations.

This is an important issue. Because a recent article in…

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Added by Jeff Cotton on September 9, 2013 at 10:00am — No Comments

Why a “Satisfied” Customer is Unacceptable

I came across an article recently by Jeffrey Gitomer that really hit home. In essence, he said that there are countless awards given out for…

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Added by Mike Gorun on August 6, 2013 at 6:09am — 11 Comments

Changing Your Image Is Hard but Possible

Frequent travelers have many choices when choosing airlines. Some choose an airline for their frequent flier benefits; some for their convenient routes or frequent itineraries and some have airlines chosen for them by their companies. For many years, Delta Airlines has been at or near the bottom of almost every…

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Added by Mike Gorun on July 16, 2013 at 6:32am — No Comments

Contact At Once! Takes Top Honors for Live Chat and Customer Satisfaction at AutoCon2012

Contact At Once!, the leading provider of automotive chat solutions for dealers, OEMs and automotive advertising websites, received 2012 Automotive Website Awards (AWA) as a top rated automotive chat solution and as a winner in the Overall Product Satisfaction category at the annual AWA ceremony held this week in Las Vegas,…

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Added by Aaron Hassen on September 10, 2012 at 8:30am — No Comments

21 Keys To A Happy Life

Yesterday, one of our sales managers passed this around to everyone at the dealership.  Just as it was pertinent to our work environment, I wanted to pass it on because it's relevant in every aspect of what we do... even here on ADM.  Hope you don't mind.



21 Keys To A Happy Life



1. Compliment three people a day.

2. Watch a sunrise.

3. Be the first to say “Hello”.

4. Live beneath your means.

5. Treat everyone as you want to be…

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Added by Tom Gorham on November 30, 2011 at 9:38am — No Comments

Yelp Best Practices for Car Dealers





Yelp.com is growing to be the most popular local business review website today, with new reviews constantly added by its active and dedicated user base. Tech-savvy consumers young and old turn to Yelp to check reviews on everything from dentists to hair salons before they decide on where to shop. But Yelp is more than just a review website;: it’s a profoundly…

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Added by Mina K. on September 29, 2011 at 11:47am — 13 Comments

Product Glitter and The Lack of Customer Service!

Product Glitter & the Lack of Customer Service

We’ve seen it all from amazing products, features, Suites & Ties, High Tech Gadgets & Gizmos when presenting the product(s) to your group or location. The viewing of Glam & Glitter to provide the solution for what you are looking for to make your job easier and more productive.

Then the “Ink hits the paper”……. You get your product you wanted and have been waiting for. Now what?…

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Added by Jennifer Schrader on June 14, 2011 at 6:56am — No Comments

Research Equals Results

In the world of Professional sports, teams…

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Added by Bryan Armstrong on November 7, 2010 at 12:00pm — 8 Comments

Yelp and your dealership...

Here's a great article on how to easily create/use/maintain your Yelp page for your dealership. The article does a great job at explaining why you should and how you should. For dealers wanting to be transparent to consumers who are trying to make good decisions on where to buy/service their vehicle or buy parts it's important...…



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Added by Ron Morrison on March 16, 2010 at 6:52am — No Comments

What Are You Paying Attention To? You...Or The Customer?

You know what? I can't blame you! Now days it so easy to just think about yourself and your needs when a customer comes through the door toward you. Things are so slow on the showroom floor, you might have to role play with a set of 22" chromes (but they might not talk back) or do a walk around with the receptionist! No matter what, you can't stop focusing on what is truly most important.



The customer, how you treat them, what they expect, what they're prepared for and everything to… Continue

Added by Gary May on April 5, 2009 at 1:02am — No Comments

CSI: A penny for your thoughts, $10,000 if you say that I suck

What is it about CSI, or through interpretation of what it means, that has had dealers begging for their life and coaching customers? Especially today when someone may be cordial enough to tell the factory that they were completely satisfied in the hand-written survey (when they may not have) only to have another customer completely lambaste you online...



More importantly, why does the focus on CSI happen at the end of the delivery? Because they'll remember? Hardly! Because if you… Continue

Added by Gary May on January 31, 2009 at 10:00pm — No Comments

If You're Living By Service...Don't Die By Service

We don't touch on service much here...time for a little breather!



More dealers than ever are floating (or simply sinking slower) on the revenue from their service department. This trend should be supported with an overwhelming conviction to completely satisfy customers. The risk is just too large to lose clients both on the front and the back end of the store.



Things being what they are, it should come as no surprise that achieving such a goal is as far away as the next 20… Continue

Added by Gary May on December 10, 2008 at 10:06pm — No Comments

If My Ads Won't Bring Them, Santa Will (and other misguided beliefs)

If the auto industry is living on one thing right now, it's hope. Not that hope isn't good, quite the opposite. But if your plan to drive traffic, sales and retention is based on the hope that people will see your ad, or that people will stop right off the freeway because your sign is there, please stop and think again.



Recently I was at a client, talking with a "non-Internet" salesperson. This person was complaining about the prospect of taking web leads since they were 'already… Continue

Added by Gary May on December 1, 2008 at 6:23am — 2 Comments

Build It And They Will Come...

In hospitality, it's the Ritz-Carlton, Four Seasons and Luxury Collection hotels, in aviation you're talking about the A380 and B787, and in automobiles Bentley, Rolls-Royce, Maybach, Lamborghini, Bugatti and the like. These brands beacon to those that can afford them and those that can't. They represent some of the finest in quality and reputation.



Now would you rather shop at Nordstrom or Sears, dine at Spago's or the Golden Arches and golf at Trump or your local public course?… Continue

Added by Gary May on November 25, 2008 at 5:30pm — 1 Comment

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