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All ADM Blog Posts Tagged 'service' (210)

Why Steve Jobs Hated Branding and Marketing

A recent interview with former Apple VP of Worldwide Marketing, Allison Johnson, offered up some interesting insights into the legendary businessman Steve Jobs.

In her interview, she explained how the two words that Jobs hated most…

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Added by Richard Holland on March 27, 2014 at 6:30am — 5 Comments

Where does Profit Improvement start? At the Service Managers Desk, of course!

In every Dealership there is a desk. And behind that desk sits someone who has the responsibility to increase Profits.

In Fixed Ops, this person is called the Service Manager.

Typically  (when I go into a store that is not profitable), I find the person sitting behind that desk working on everything not related to increasing Profits while believing that they are working on everything related to increasing Profits.

I call it the “Theory of Un-relativity” and it goes like…

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Added by Leonard Buchholz on March 26, 2014 at 3:20pm — No Comments

Where does RO Count attrition start? On the Telephone, of course!

With the emphasis on increasing RO count through the manufacturer’s initiatives in regards to Quick Lube, Express Service, Fast Oil Change or whatever you call the 30 minute oil change in your Dealership, you would think that RO counts would be going up.

In some instances, yes they are. There is no doubt that these programs have resulted in more traffic into some stores in some cases.

But, in many stores, even with the advent of the “30 Minute Oil Change” marketing push and…

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Added by Leonard Buchholz on March 20, 2014 at 7:11am — No Comments

Where does Service Sales failure start? In the Service Drive of course!

In every dealership that I visit that is struggling with increasing Sales per Repair Order, performing a walkaround  is the area that the Advisors do not do well, if at all.

Recently, I was observing a service drive when a customer pulled up in a car and the advisor looked up from the desk and and said "Oh, look...she is just sitting there." And for the next 3-5 minutes, the advisor sat at her…

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Added by Leonard Buchholz on March 17, 2014 at 12:03pm — No Comments

New NHTSA Labels Present Challenges to Dealers

Warranty work is a large part of any service department’s revenue. The recent announcement by the NHTSA mandating manufacturers to use specific labeling on recall notices could prove to be very helpful to dealers; helping them get the work faster and at a lower cost. However, there are challenges…

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Added by Richard Holland on March 6, 2014 at 7:30am — 1 Comment

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

How to Hit the Hot 40

Believe me, please, when I confess that I understand the psychology and emotions that drive the highs and lows of showroom sales.  Your soul hangs in a valley on slow days yet soars into heaven the moment a fresh up drives onto the lot.

I’ve been there. I’ve lived that, and after all these years I still breathe car sales.

Since those days, however, I’ve learned a few new ideas about selling cars. One of the best tips I can pass along is this: Focus on the hot 40 if you want to…

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Added by Jeff Cotton on February 24, 2014 at 11:17am — No Comments

Manufacturers Start Recognizing Importance of Technology

As reported by Automotive News, Audi has begun integrating iPads into their franchise dealer’s sales force. With their iPad tablets, which they’ve named, Sales Assist, they believe that young consumers…

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Added by Richard Holland on February 20, 2014 at 6:09am — 1 Comment

Auto/Mate Announces Integration of TimeHighway with AMPS DMS, Expanding Fixed Ops Service Offerings

ALBANY, N.Y. – February 18th, 2014 – Auto/Mate Dealership Systems (http://www.automate.com) announced today that TimeHighway has completed integration of its service scheduling solution with Auto/mate's Automotive Management Productivity Suite (AMPS) dealership management system. Auto dealers using both Auto/Mate's DMS and TimeHighway's service scheduling solution will benefit from real-time data exchange between the two…

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Added by Mike Esposito on February 18, 2014 at 8:25am — No Comments

Privacy & Data in the Age of the Connected Car

In recent articles by both CNET & Automotive News, it’s reported that U.S.…

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Added by Richard Holland on February 13, 2014 at 6:30am — 4 Comments

Sales Training: Diplomatic Immunity from Unreasonable Expectations

Recently, I was asked to make an appearance as Ms. Florida Forestry Queen.  Unfortunately there was no clear leadership and miscommunications abounded.  Even the day of the event, it was not clear what was going to transpire.  I tried to be prepared for anything.   After the event, I received this…

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Added by Stephanie Young on February 6, 2014 at 11:00am — No Comments

You Get What You Pay For: A Customer’s Service Nightmare

There’s one thing that all auto franchises have in common when it comes to service: battling independent auto shops.

I’m fairly certain that not a day goes by when you have either a customer on the phone or in person who is price-shopping you with an independent. There are many ways to build value in…

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Added by Richard Holland on February 6, 2014 at 7:00am — 1 Comment

The Service Advisors "6 Steps to Happy Bank Deposits"

Here is a simple way to make more every month. 

It's called the "6 Steps to Happy Bank Deposits" and it goes like this.

1st, write down what you make per month…

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Added by Leonard Buchholz on February 5, 2014 at 7:41am — No Comments

What’s In a Name?

Since 2003, MPi has been helping dealerships across the United States create more profitable service departments through technology.  Our mission is to help dealerships become more efficient and simplify the service upsell process.   Through the use of the…

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Added by Richard Holland on January 22, 2014 at 6:54am — No Comments

Auto/Mate Introduces Multi-Point Inspection for its Mobile Service Solution, Enabling 'Paperless' Fixed Ops Processes

ALBANY, N.Y. – January 20th, 2014 – Auto/Mate Dealership Systems (http://www.automate.com) today introduced a multi-point inspection feature for its mobile service solution, tailored to work on windows-based tablets. With multi-point inspection, service advisors can use tablets to greet the customer, conduct a vehicle inspection, identify potential maintenance items and complete the service write-up process all 'on the go.' Auto dealer fixed ops…

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Added by Mike Esposito on January 20, 2014 at 8:29am — No Comments

Tesla Demonstrates How OEMs Could Cut Into Service Revenue

Everyone in the automotive industry is familiar with Tesla’s entry into the automotive retail business.

However, not as many realize that they’re simultaneously spotlighting innovative functionality that any manufacturer could use to make automotive service easier and more…

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Added by Richard Holland on January 16, 2014 at 6:00am — 7 Comments

The Right Way and The Wrong Way

During the analysis and evaluation we conduct prior to starting a training program the question of ethics and standard business practices we train on usually requires some explanation. In other words, Dealer Principals and General Managers want to hear from us that we conduct our training programs ethically and professionally.

If I were to stand in a room full of Dealer Principals and ask "Who in here believes that the best way to take care of a customer is to sell extra or un-needed…

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Added by Leonard Buchholz on December 27, 2013 at 10:06am — 1 Comment

Simple, Powerful Way to Connect with Online Leads and Ensure Customer Loyalty

How involved is your connection with each of your customers? Excellent personalized customer service is what sets a great dealership apart from others. Providing superior customer service is an essential part of…

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Added by Shawn Ryder on November 29, 2013 at 8:30am — No Comments

Service Reviews: Why You Need To Pay Attention Now More Than Ever

Most dealerships understand the importance of online reviews, in general, for their stores. Consumers are increasingly turning to the Internet to research dealerships before selecting one. This includes researching not only sales-related reviews, but also service.  Yet, most dealerships focus most of their…

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Added by Richard Holland on November 22, 2013 at 4:57am — No Comments

Are your Advisors "Helpful" or "Professional"?

Helpful…or Professional…which of these sound better?

If you are like a lot of Dealers and General Managers hiring “helpful” people always seems to be the right call. The belief is that you can develop someone into becoming a Professional. While I don’t disagree with this practice, what I find all across the country is the opposite of helpful or Professional.

Because we train all across the country, we have exposure to every make and model of vehicle in every kind of Dealership,…

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Added by Leonard Buchholz on November 19, 2013 at 5:08pm — No Comments

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