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All ADM Blog Posts Tagged 'service' (233)

How OEMs are Giving Dealers a Jumpstart in Retention

Manufacturers are increasingly introducing programs designed to increase brand loyalty, and car buyers are staying more loyal than ever before. One of the most recent examples is…

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Added by Mike Gorun on July 9, 2013 at 6:09am — No Comments

Sometimes Listening Means Being Able to Laugh At Yourself

Tales are told almost everyday of some traveler or another experiencing a travel nightmare. Everyone that travels has an airline that they love to hate. I don’t know that it would be possible for all airlines to make each unhappy passenger happy, even if they…

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Added by Richard Holland on July 5, 2013 at 5:37am — No Comments

The Transformation of Customer Service

Our philosophy at MPi centers on using technology to increase efficiency and generate more revenue for the dealership, while ensuring a better customer experience and an increase in customer retention. However, sometimes it’s the small things that contribute to this effort.

 

A recent…

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Added by Richard Holland on June 29, 2013 at 6:31am — 2 Comments

Disney Rules That Can Make Your Service Magical

Disney is beloved the world over and is recognized as a premiere family destination place. Whether you’re talking about the parks in Orlando, or California, people pay premium prices to be able to enjoy a little of the magic. But what makes Disney any different than the other amusement parks in the…

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Added by Richard Holland on June 25, 2013 at 8:09am — 3 Comments

The Technology Invasion… Are You Ready?

Dealerships are typically slow to embrace technology. In some cases, it’s for budgetary reasons and for others it’s out of a lack of a sense of need. A recent article in WardsAuto.com reinforced the need for dealerships to…

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Added by Richard Holland on June 7, 2013 at 8:25am — No Comments

Creating Customer Loyalty through Consistency

Hotel chains across the country have long had problems with customer loyalty due to an  inconsistent customer experience. In researching the problem it was found that the prime reason for the disparity in customer experience was due to the growth of each major brand. Hotel chains were…

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Added by Richard Holland on May 23, 2013 at 4:18am — 5 Comments

Selling in the Service Drive with a Twist

It’s not a new idea to have one of your salespeople working the service drive. Opportunities and circumstances exist where it may be beneficial for the customer to trade-in their car that needs to be repaired. Having someone who can not only identify those opportunities but who also knows how to present it to the customer…

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Added by Mike Gorun on May 21, 2013 at 7:56am — No Comments

Is Your Service Department Your Red-Headed Stepchild?

There was a fascinating article in Automotive News which discussed a new trend that many dealers are adopting: placing their service departments at the front of their…

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Added by Richard Holland on May 16, 2013 at 3:36am — No Comments

Five Keys to Increasing Customer Retention at Your Dealership

Dealerships today spend most of their marketing budgets on acquiring new customers. Those ads in the newspapers aren’t really meant for current of past customers, they are meant to attract new customers. The cost of customer acquisition ranges from…

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Added by Mike Gorun on May 14, 2013 at 4:43am — No Comments

Dude, Where’s My Car?

Customer: “Is my car ready?”

Advisor: “Let me check…. I’m not showing that its ready yet, ma’am.”

Customer: “Do you know when it will be?”

Advisor: “I’ll have to check with the technicians. We’ll be sure to call you when it is,…

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Added by Richard Holland on April 25, 2013 at 7:41am — No Comments

Looking For Fixed Ops Strategies To Increase Service Drive Profits?

The…

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Added by Brian Pasch on April 21, 2013 at 7:30pm — No Comments

Using Text Messages In Service Provides Instant ROI



In today’s world where everyone is going 120mph, people are more interested in convenience than ever before. Is it because time is so limited in our hectic schedules or is it because we’ve become accustomed to taking the shortest route possible to achieve the same end result?  For example, when cooking…

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Added by Richard Holland on April 18, 2013 at 8:19am — 1 Comment

Why Service Reviews Equal Revenue

Today’s world is full of review sites and social media- the epitome of information at your fingertips.  And because of this, reviews have become that much more important for customer retention and new client business. Search engines are becoming increasingly savvier by routinely displaying reviews (and…

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Added by Richard Holland on April 11, 2013 at 8:22am — 9 Comments

We can all be heroes

Brit car dealer Matthew Holcombe hailed as hero after rescuing two women during a recent flood and snowfall.

 

If you’re like me you will have had a few ‘locals’ over…

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Added by charles bayer on April 10, 2013 at 5:30pm — No Comments

Why People Are Skeptical Of Great Customer Service and How to Use that To Your Advantage

In today’s world, there are many standout companies when it comes to customer service; Zappos and Nordstrom being a couple of examples. These companies focus on providing their customers with world-class service and, because of that, people are willing to pay more while maintaining fierce loyalty. Not only…

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Added by Richard Holland on April 4, 2013 at 6:07am — 5 Comments

The 'Car Dealership Expose' Book You've All Been Waiting For!

In the car business, just about every dealership has "that" employee. You know, the one that complains about everything. The one that's never happy. The one most sales trainers, consultants and managers would call "cancer". The advice that 99% would give in regards to "that guy" who, no matter what you tried, just isn't positive and seems to hate everything would be to fire him. The last thing you need is some jaded veteran salesman spreading dissension and negativity around your…

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Added by Arnold Tijerina on April 4, 2013 at 5:45am — No Comments

Sell Five Cars before Noon

The service drive is the new showroom! In a given day, more car-sales opportunities drive into your service lane than will walk through your traditional showroom doors.

Putting a dedicated sales associate equipped with the right knowledge in hand in the service drive can consistently close 30-35% of service drive customers. The best your showroom team does is selling about 20 percent.

Service drive vehicle selling is powerful because you probably have all the tools at hand to…

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Added by Jeff Cotton on April 3, 2013 at 10:50am — No Comments

Are You Taking The Right Approach To Your Pre-Paid Maintenance Programs?

With service departments finally getting the credit due to them for contributing to the growth and profit of dealerships, pre-paid maintenance programs (PMP) are starting to make a huge impact on the overall profit of dealerships as well.

I think it is well established that most PMPs are being sold in the F…

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Added by Mike Gorun on April 2, 2013 at 8:46am — No Comments

Your Online Reputation Is Hurting Your Customer Retention: 6 Tips To Create Customer Loyalty and Maintain Your Online Reputation

Statistics show that a customer who has a good experience will tell 4 to 5 people. However, a customer who has a bad experience will tell more than 20. In addition, they will usually leave a negative review to go with that word of mouth to leave a permanent…

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Added by Mike Gorun on March 5, 2013 at 5:00am — 15 Comments

What is SEO and How is it Changing?

Added by Paul Potratz on February 27, 2013 at 7:19am — No Comments

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