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All ADM Blog Posts Tagged 'service' (395)


Vendor
The Customer’s Time is not yours so Stop Thinking it is!

Some dealership personnel tend to do things that really boil down to just CYA stuff. A customer comes into the service drive and is made to wait while their vehicle is inspected for scratches, dents or dings, which can take a few minutes --- time a customer doesn’t have.

The most valuable currency on the planet…

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Added by Ujj Nath on April 4, 2017 at 6:38am — No Comments


Vendor
3 Ways Business Intelligence Delivers ROI

Is data your best friend or your worst enemy?

 

Why do I ask? Well, if you work in a dealership, chances are good that you either review or are responsible for creating reports on a regular basis. For principals and managers, reports reveal important information such as how many units your dealership has…

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Added by Josh Blick on April 3, 2017 at 5:52am — No Comments


Influencer
Self-Serve Portal Sells and Finances Higher Mileage VSCs Without F&I Lifting a Finger

By Brooke Fernandez

 

Radical dealership technology should automatically engage and satisfy customers. It should increase business through traditional and new channels – all along the customer’s purchase journey. It must generate income and repeat business 24/7 without requiring hands-on staff time.

 …

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Added by Jim Leman on March 31, 2017 at 9:01am — No Comments


Vendor
Proper Choice of Communication: The Key to Customer Satisfaction

According to a recent article in…

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Added by Ujj Nath on March 27, 2017 at 6:39am — No Comments

Putting Some Fun into the Service Customer Experience

Sitting in the service department waiting room staring at the clock waiting for your vehicle to be repaired isn’t the most fun thing in the universe. It’s not quite like going to the dentist, but for some people it is a close second. Perhaps that’s the allure of the Jiffy Lubes of the world – the promise of the…

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Added by Tim Clay on March 17, 2017 at 6:22am — No Comments


Vendor
Stop the Lunacy!

For the past 15 years or so, technology has existed which enables customers to schedule service appointments online. In the beginning, the systems were very basic – the customer filled out a form online and an e-mail was sent to someone at the dealership who may – or may not – confirm that appointment.



Fast…

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Added by Ujj Nath on March 3, 2017 at 5:22am — No Comments

That High Dollar RO May Hurt Your Customer More Than You Think

According to a recent report from the JPMorgan Chase Institute, many Americans need more than a year to recover from a $1,500 financial…

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Added by Tim Clay on February 22, 2017 at 5:30am — No Comments

How to Capture More Revenue Without Much Effort

One of the advantages of Pre-Paid Maintenance Programs (PPM) is that they span the generational gaps. Regardless of which generation consumers happen to be in, none of them like surprise repairs, or other expenses. That’s why dealers focus on payments – and not price – when selling cars.

 

Consumers want…

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Added by Mike Gorun on February 21, 2017 at 5:52am — No Comments

Effective Marketing – Don’t Forget the Service Department!

While dealers spend a lot of money on marketing, often, most of that spend is directed at the sales department. But what about service? The largest revenue source for the dealership should certainly be worthy of a decent percentage of that budget. However, sadly that’s not usually what happens.

 

How can…

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Added by Tim Clay on February 15, 2017 at 5:45am — No Comments


Vendor
Perception vs. Reality: Are You Seeing your Service Department through your Customers’ Eyes?

Many consumers have the perception that servicing at a dealership is more expensive than at independent service providers. Whether this applies to your service department or not, independents acquire customers through consistently advertising competitive prices. Unfortunately, this seems to be working well for them as…

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Added by Alexia Henson on February 3, 2017 at 5:00am — No Comments


Vendor
Your Service Competition isn’t Other Dealers – It is Joe across the Street

Customers generally get their vehicle serviced close to home or work.

Dealers are lucky that customers feel they should bring their new cars back to the same store…

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Added by Ujj Nath on January 20, 2017 at 6:00am — No Comments


Coach
Why Recalls Won’t Ever Go Away: Part 1

Recalls have reached epidemic levels and stretch the resources of everyone involved – dealers, manufacturers and parts suppliers – as well as the patience of consumers faced with a recall, or who contemplate the purchase of a new or pre-owned vehicle. While it may be tempting to imagine a world where recalls aren’t…

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Added by Chris Miller on January 18, 2017 at 8:29am — No Comments

Training Is a Service Department’s Best Friend

There are a lot of choices for consumers as far as where to take their vehicle for maintenance. And, while consumers are required to visit franchise dealerships for warranty and recall work, the majority of service revenue lies in regular maintenance. That is why a great and consistent customer experience is so important each and…

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Added by Tim Clay on January 11, 2017 at 5:30am — No Comments


Vendor
Give Service Advisors a Break – It’s Time to Reduce the Noise

Many dealers and managers outside of the service department don’t realize how incredibly busy a service advisor (SA) is throughout their day. Keep in mind that these are front-line employees dealing directly with your customers. They have an extremely important role in the dealership. In fact, it could be argued that a…

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Added by Ujj Nath on January 10, 2017 at 6:10am — No Comments


Coach
A New Year’s Resolution to Service Consumers

As we make our New Year’s resolutions and reflect on 2016, which was a less than perfect year for our industry, filled with recalls and declining consumer confidence due to lack of parts availability to quickly fix these recalls, I thought it may be a good time to look ahead to 2017. In that spirit, I’d like to offer some simple tips…

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Added by Chris Miller on January 8, 2017 at 7:00am — No Comments

How Do Consumers See Your Store Online?

Get your Current Online Reputation Evaluation (C.O.R.E.) Report

Enter your company name and phone at the link below and get your complimentary C.O.R.E. report. You’ll be able to instantly see exactly what customers see online about your business. It’s the first step to establishing a healthy online presence for your brand, attracting new…

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Added by Chris Snellgrove on December 28, 2016 at 5:40pm — No Comments


Influencer
New ForeverCar™ Dealer-Branded Extended Service Contract Portal Raises Bar for Customer Satisfaction; Innovation Monetizes Old Leads to Drive New Sales, Service, and Retention

Digital Vehicle Service Contract (VSC) technology provider ForeverCar™ announced today its new dealer-branded VSC sales platform to help dealers sell protection products for buyers of older, higher mileage vehicles while helping dealers recapture “lost” VSC opportunities from prior lead…

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Added by Jim Leman on December 28, 2016 at 12:30pm — No Comments


Influencer
VDP Views are the Top KPI...and Other Data Myths

MYTH #1: VDP views are the metric that matters most.

Since when did VDP views become more important than sales? This is not an attempt to…

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Added by David Metter on December 15, 2016 at 12:00pm — No Comments

Keeping the RO in Ho Ho Ho

The holiday season is upon us. That means extra money is needed for things such as traveling, presents and decorations.

This time of year is typically when an increasing number of consumers find themselves in a tight financial situation. And, when it comes to unexpected vehicle repairs, lack of funds can put a…

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Added by Tim Clay on December 15, 2016 at 6:30am — No Comments


Vendor
Texting is not equal to Communication

The famous Albert Mehrabian developed a communication model in which he demonstrated that only 7% of what we communicate consists of the literal content of the message. The use of one’s voice, such as tone, intonation, and volume, makes up 38% of the message and as much as 55% of communication consists of non-verbal…

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Added by Ujj Nath on December 13, 2016 at 11:00am — No Comments

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