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All ADM Blog Posts Tagged 'service' (228)

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

Who Are You? That is the Question You Need to Answer!!!



In the immortal words of Pete Townsend of The Who:

Who are you?

I really want to know

Who are you?

I bring this up because it still seems that businesses are heading into 2013 without any idea of how important constructing and controlling their…

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Added by Glenn Pasch on January 17, 2013 at 3:37pm — No Comments

Swimming in the Transparent Fish Bowl

Recently, I was invited to tour the new facility at my favorite dealership during a service visit.  From first glance, everything appeared to be in the framework of a typical dealership, until I got to the customer lounge.  This space had drawn a crowd in front of a large…

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Added by Stephanie Young on January 15, 2013 at 6:00am — No Comments

Five Blogging Tips To Get More Leads

According to Rand Fishkin, Founder and CEO of SEOmoz.org, *there is an increase in blog readership as of late but a dramatic decrease in the amount of people blogging. This sets the stage for a powerful…

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Added by Michael Cirillo on January 5, 2013 at 10:30pm — No Comments

Extended Service Contract – To Buy or Not to Buy?

Whenever a new car is purchased, buyer has to make many crucial decisions, regarding the make and model of the car. Apart from these things there is one more thing that plays a vital role at the time of purchasing car, it is the service contract. This is especially relevant for those…

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Added by Brett Michael Williams on January 5, 2013 at 3:00am — No Comments

New Research on QR Codes and Mobile Apps: What Consumers Want

Key Findings:



-- Auto service customers are far more likely to use mobile apps (44%) than QR codes (18%).



-- 2-in-3 auto service customers that use mobile apps, use them at least daily.



-- Only 10% of auto service customers are currently using a mobile app offered by their dealer/service provider.



-- Top two places consumers are being routed via QR code scans: 1)…
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Added by Crystal Hartwell on December 18, 2012 at 10:37am — No Comments

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