Professional Community for Car Dealers, Automotive Marketers and Sales Managers
I had just finished reading this article on marketsoft.com about customer loyalty, when a business associate told me about a similar situation that happened to him. In his mailbox was a glossy, oversized postcard offering a…Continue
Added by Mike Gorun on October 17, 2014 at 6:00am — No Comments
These best practices combined with …Continue
Added by Leonard Buchholz on October 9, 2014 at 1:30pm — No Comments
A recent article on Science20.com, explains how customers will be less focused on price and will emphasize the customer service experience when the economy is going well. However, when the economy…Continue
Added by Richard Holland on October 9, 2014 at 4:30am — No Comments
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.…Continue
Added by Mike Gorun on October 7, 2014 at 5:30am — No Comments
If one trend frames this decade it’s how mobile technology puts valuable and often quite necessary yet rather common tools at our fingertips.
It seems there’s very little that cannot be accomplished today by accessing resources and applications at our fingertips on these small electronic devices we call mobile, whether a smartphone,…Continue
Added by Jeff Cotton on September 30, 2014 at 1:11pm — No Comments
We are creatures of habit. Unfortunately, the habits of the general population has changed over the last decade to create a separation between where they buy cars and where they have them serviced.
What's more unfortunate is that dealers have really started pushing in the same…
Added by Jon Lamb on September 28, 2014 at 2:37pm — No Comments
“The customer is always right” has been the trademark phrase used by businesses in the United States for decades. By and large, most reputable businesses believe this philosophy to some degree, and put policies and procedures in place to make sure that their customers are treated fairly and effectively…Continue
Added by Richard Holland on September 26, 2014 at 6:30am — No Comments
Many auto dealerships have technology in place that allows sales managers to monitor what’s going on in their departments. CRMs and phone call recording services are used by sales managers to ensure that Internet leads are being followed up promptly and that salespeople follow up with shoppers that visited the…Continue
There’s no doubt that service absorption is vital to the health and livelihood of many dealer’s financial statements at the end of the month.…Continue
When developing an employee retention strategy, a business must ultimately consider salaries. There’s no doubt that a long-term employee will feel slighted if a new employee joins at a higher pay. Chances are they may even feel slighted if the new employee receives the same wage. In the automotive…Continue
Added by Richard Holland on September 4, 2014 at 7:00am — No Comments
With NFL football fans gearing up for another season, DIRECTV is once again offering new customers the 2014 NFL Sunday Ticket for free along with deeply discounted prices and an upgraded DVR Genie on several of the programming packages. What’s the catch? The special prices are valid for only the first twelve months…Continue
Added by Mike Gorun on September 3, 2014 at 6:00am — No Comments
For anyone who went through the United States’ public school system since the 1970s, this should be a very familiar excuse. And it may very well be the same excuse some dealers use to avoid doing their homework of test chatting their…Continue
Added by Lisandra Ramos on August 27, 2014 at 12:30pm — No Comments
One of the many byproducts of training in so many dealerships is that you get to observe all the different ways people do things. Like how they answer the phone or talk to a customer in the service drive.
Over the years, I’ve made it a point to take note of some of the ways Advisors and Managers blow their customer up in the service drive and I thought I would share with you my observations and my Top 5.…Continue
Added by Leonard Buchholz on August 26, 2014 at 2:25pm — No Comments
Finding a lost earring in the jewelry box, discovering the old autographed Tom Seaver baseball card when you clean out the attic, and learning that the shirt you are about to pay retail for is discounted, are all pleasant surprises.
How about walking into your bank and having the ATM talk with…Continue
Chapel Hill, N.C., August 7…
Added by Emily Douglas on August 11, 2014 at 6:00am — No Comments
The adage “two brains are better than one” has long been used to think through matters and solve problems. And to take it even further, excluding the human element, often two computers with different programming can solve problems more effectively than a single device.
As an example; the government has…Continue
Added by Richard Holland on August 7, 2014 at 6:22am — No Comments
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…Continue
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…Continue
Added by Leonard Buchholz on July 23, 2014 at 10:33am — No Comments
Last week, Automotive News highlighted Redlands Auto Plaza, a Southern California dealership that is doing some pretty creative things within their service department to increase absorption.…Continue