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All ADM Blog Posts Tagged 'service' (203)

Why Customer Service Robots Don’t Exist (Yet)

I don’t think anyone can deny that robots are pretty cool. I mean, we can send machines to the bottom of the sea or to the depths of space. Robots have improved …

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Added by Stephen Jackson on September 26, 2012 at 9:41am — No Comments

How to Turn an Angry Customer Into a Loyal One

It’s one of those unfortunate, inevitable facts of life: every company and every employee will at some point have to deal with an angry customer.

Whether their anger is warranted because of a bad situation, or whether the customer is just plain difficult, doesn’t matter. These days, companies must respond to and deal with angry customers. If they don’t, they risk those customers becoming brand detractors, using social media to spread the word,…

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Added by Mike Gorun on September 25, 2012 at 9:30am — 3 Comments

13 Tips For Service Center Marketing

Does your car dealership have a plan in place for marketing its service center? You need to encourage people to return to your dealership after their vehicle purchase for service, and you also need a strategy to pick up new leads just for service.

13 Tips for Automotive Service Center Marketing from…

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Added by Paul Potratz on September 18, 2012 at 1:59pm — 1 Comment

Techno me, Train me or Tank me...which is it?

It is an age old diametrically opposed argument. On one side, we have technology. On the other side, we have personnel.

  • I can't sell anything without a great Multipoint Inspection.
  • I can't sell anything without a professional Sales Process.
  • I must have both in…
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Added by Leonard Buchholz on September 12, 2012 at 7:30am — 3 Comments

Simple Summer Service Email Campaign Drives Profits at Auto Dealerships

I have written several blogs in the past about the success of customer loyalty program promotions in auto dealerships. I am mainly interested in cost-effective actions that dealers can successfully use to help drive profits.

A recent Summer Service Special email promotion designed and delivered…

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Added by Mike Gorun on August 28, 2012 at 10:44am — No Comments

Convert Service to Sales: Now!

RedBumper is quickly becoming the tool of choice!

 

By: Hillis Emanuelson

 

What astounds me is that many dealerships fail to recognize all of the sales opportunities that are literally running right through their service bay doors, each and every day.

Some say pushing to sell another car to a consumer in the service drive could be considered annoying. That could not be further from the truth. Especially if the tools being used allow the user to…

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Added by Hillis Emanuelson on August 23, 2012 at 6:30am — No Comments

Rethink Your Outlook at Your Job.

I have worked for many different people in my time but one of my first mentors was a very successful restaurant owner. I was relating this story the other day in a workshop of a staff meeting he led where he was talking about missed opportunities we had as waiters and I thought it is appropriate for our…

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Added by Glenn Pasch on August 10, 2012 at 12:28pm — 6 Comments

Why an e-Newsletter is More Effective than a Dealership Blog

For years dealerships have been encouraged to enter the blogosphere as a way to garner a better position in the great war for SERP dominance. A blog can be a very effective tool for a digitally active dealership to create fresh and relevant content and a great asset to your Google Page One Management strategy.
 
While many dealerships have gone on to create…
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Added by Rob Fontano on July 28, 2012 at 4:07pm — 22 Comments

Help Your Dealership Go for the Gold

Think your shot at living like an Olympian ended after your high school or college athletic career? Think again. Successful Olympic athletes employ a set of traits and techniques that you can still use to help market your car dealership. The elements that work together to create popular medalists, with…

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Added by Jim Fitzpatrick on July 27, 2012 at 8:11am — No Comments

Self-Managed Pre-Paid Maintenance Programs Keep Customers Coming Back

Pre-paid Maintenance Plans (PMPs) keep customers returning to your service department and increase upsell opportunities, which is critical to increasing the service bottom line. Today’s self-administered, self-managed PMPs are appealing to customers, particularly those buying mainline domestic and import brands who seek value in everything they buy.

 

Today’s technology-driven plans make it very easy for dealers to customize what is offered in a PMP. Plans that provide the…

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Added by Mike Gorun on July 24, 2012 at 2:44pm — No Comments

4 Challenging Employees and What To Do About Them

Employees are the life of any organization. We spends hours recruiting, screening and interviewing them. After we have hired them, we spend more time training, coaching and monitoring them.

And when it's all said and done, we like to think that we have contributed to the Dealership's future and had a hand in weaving the very fabric of that Dealership.

And in every Dealership…

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Added by Leonard Buchholz on July 11, 2012 at 7:35am — 2 Comments

My Big Bang Theory

My Big Bang Theory

On the 4th of July, family and friends gather around our great nation to view local firework spectaculars. If all goes according to plan, viewers will get to enjoy the eye popping, jaw dropping, explosions…

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Added by Mark Peterson on July 10, 2012 at 2:28pm — No Comments

Stanley Subaru Increases Service Department Proficiency 20% with Auto/Mate’s Dealership Management System

CLIFTON PARK, N.Y. – July 9th, 2012 – Auto/Mate Dealership Systems (http://www.automate.com) announced today that Stanley Subaru of Ellsworth, Maine has increased its service department proficiency by 20% since switching from its legacy dealership management system (DMS) to Auto/Mate in May of 2012.

Service manager Neil Harriman attributes the increased productivity to Auto/Mate’s integrated front-end appointment system and its…

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Added by Holly Forsberg on July 9, 2012 at 8:48am — No Comments

The Final Customer Send-Off

You have a customer to come in and pick up their brand new car today.

You are excited because you have a scheduled delivery.

You brag about it and come in on your off day.

The car is shined and ready to go.

The customer shows up on time.

And then it starts to rain.

Another car parks in front of them, delaying their exit.

And now their lasting impression isn't 100%…

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Added by Todd Katcher on July 6, 2012 at 6:00pm — No Comments

Can You Use a Dealer Chat Service to Boost Revenue?

Can You Use a Dealer Chat Service to Boost Revenue?

 

Every car dealer…

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Added by Shereef on July 1, 2012 at 4:30pm — 2 Comments

Grasshopper Pie

A traveling salesman had come to the end of a long day and was very hungry. He had not made many sales and was feeling a little frustrated with his results. He decided to stop and get something to eat and mull over his next step.

He stopped in town, parked on Main Street and looked around. He found two restaurants side by side.  Above each there was a sign.

The one on the left said “Food, more…

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Added by Leonard Buchholz on June 25, 2012 at 10:30am — No Comments

Are Your Employees Delivering Great Service?

Food Stand

I spent Memorial Day in CT and went with some friends to a beach with our families. It was a beautiful day and a lot of fun just relaxing.

What stood out for me this day was the customer service delivered by an employee at the concession stand. The young lady working behind the counter had a radiant smile and cheery disposition. The first time I…

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Added by Glenn Pasch on June 6, 2012 at 8:14am — No Comments

Make Your Next Coaching Session Memorable and Powerful

Every Coaching session can be effective if you follow certain steps to improve your chances of a Successful outcome.

There is one word that is critical in determining the outcomes. That word is "Specific." There is an old saying that goes like this. "The more specific you are the better your results" and…

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Added by Leonard Buchholz on June 6, 2012 at 5:59am — No Comments

Customers Don't Pass...On Passion

Throughout life, everyone has a wide range of jobs, interests, extracurricular etc... that they go through.  Experience, maturity, growth, and development are all words described as someone gains their life story.  Those same words are often used to a person who is excelling at any particular task.  But what separates people who are “good” at what they do, or people who have “talent”, from the ones that make you say “Wow!”? Passion.

Now in some professions, passion is more…

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Added by Mark Peterson on June 4, 2012 at 8:00am — No Comments

Incredible Acts of Customer Service Inspire Incredible Customer Loyalty

What’s the most incredible act of customer service you have ever performed for a customer, and did it inspire their undying loyalty? In this story by Peter Shankman, he recounts how after a long travel day he boarded a plane, tired and hungry. As a joke, he tweeted out to Morton’s steakhouse to please have a Porterhouse waiting for him at the airport when he landed. Of course he was not…

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Added by Mike Gorun on May 30, 2012 at 10:11am — 6 Comments

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