Consumers are notoriously difficult to reach when it comes to safety, needed repairs and attending to recalls. Continue
OEM and dealer methods include everything from phone calls, to text messages and direct mail. However, far too frequently, these notifications end up in the…
Added by Dan Beres on January 20, 2020 at 6:00am —
In search of service revenue, dealerships turn to randomly scheduling service appointments regardless of shop capacity. Continue
Or they take everyone that drives up. This can easily overwhelm the service department. It leaves customers frustrated and causes a LOSS in service revenue from…
Added by Dan Beres on December 12, 2019 at 6:30am —
Recall completion percentages have been increasing, but despite increased communication attempts, that increase is hitting a plateau.
A recent trend reveals that many vehicle owners are very interested in mobile services. Currently, the percentage of independent repair shops that offer mobile services dramatically outweighs franchised dealers.… Continue
Added by Dan Beres on December 2, 2019 at 7:01am —
With the increasing demand for service repairs, dealers are scrambling to recruit more technicians. At the same time, the pool of experienced technicians is dwindling, as not enough new technicians are entering the workforce -- and demand will only increase.
Regardless of how much money your dealership may spend to expand your facilities to… Continue
Added by Dan Beres on November 19, 2019 at 5:36am —
When people think of recalls, at least in our industry, most think about vehicles. For many consumers, merely contemplating spending their time at a dealership waiting for a recall to be repaired or losing the use of their car for some time, seems draining and inconvenient. But most consumers probably don’t consider the potential risks recalls can pose to… Continue
Added by Dan Beres on November 7, 2019 at 7:00am —
Retention is vital for long-term profitability and health. Some dealers coast along thinking they have retention covered, when, in fact, nothing could be further from the truth. Sure, offering a great customer experience in service can head you in the right direction. However, it is not just free coffee, donuts, or wi-fi access that bring customers back.… Continue
Added by Dan Beres on October 16, 2019 at 6:43am —
Several manufacturers, including Tesla, have rolled out some “innovative” features that include self-driving technology. At first glance, consumers like this type of vehicle technology because it typically means that these vehicles are fuel-efficient, use advanced technologically and are, frankly, cool. However, there are hazards involved with this advanced… Continue
Added by Dan Beres on September 19, 2019 at 7:24am —
Have you ever seen a fellow motorist texting while driving? What about eating while driving? Putting on makeup? Turning around to yell at their kids? Yes, all of these happen (and more) daily. Sometimes, all it takes for an unfortunate accident to occur is for a driver to spill that boiling hot Starbucks on their lap while commuting.
Added by Dan Beres on August 30, 2019 at 7:26am —
Customer experience and standing out from the competition by excelling at customer satisfaction is still very much a good business practice today. Time is valuable for today's busy consumers, and many dislike the vehicle service experience at dealerships because of long wait times.
Loaner cars and shuttles help, but they can end up making it… Continue
Added by Dan Beres on August 13, 2019 at 7:00am —
A recent article in Wards Auto shares results from a study of 6,200 dealerships conducted by analytics company Marchex. According to the survey, dealerships who use active listening techniques and build rapport with customers on the initial calls are the… Continue
Added by Dan Beres on August 2, 2019 at 8:11am —
Federal law currently prohibits dealerships from selling any new vehicle with an open safety recall to consumers. And now, Democratic Senators Richard Blumenthal (Democrat - Connecticut) and Edward Markey (Democrat - Minnesota) have reintroduced legislation that also prohibits the sale of used cars with open safety recalls, according to… Continue
Added by Dan Beres on July 17, 2019 at 7:00am —
According to an article in Automotive News, dealerships are in a new car sales slump and have to increasingly rely on used car sales and service revenue to drive profits.… Continue
Added by Dan Beres on July 2, 2019 at 6:30am —
Drivers participating in the nation's most extensive ridesharing services are all independent contractors and, as such, are responsible for keeping their own vehicles maintained. After all, if they want to make money as a contracted driver, it seems perfectly reasonable to expect them to oversee vehicle maintenance, performance, and… Continue
Added by Dan Beres on June 17, 2019 at 7:06am —
According to a recent article in Automotive News, consumers LOVE the idea of all of this new in-vehicle technology. The problem is that many of them don’t truly understand the intricate features and benefits. There is no way a salesperson can explain each and every technological… Continue
Added by Dan Beres on June 5, 2019 at 7:07am —
In today’s society, time is a precious commodity. So much so that consumers make their buying decisions based on how long it takes to complete the transaction. If you had the choice between a $20 oil change that would take 4 hours to complete, or a $30 oil change that would take 30 minutes, which would you choose?
For the automotive industry,… Continue
Added by Dan Beres on May 16, 2019 at 7:00am —
All businesses need good leaders who know what it takes to be profitable, but also how to retain employees who are valuable to the business. Employee retention is key to profitability, as replacing someone takes a significant amount of time and effort. It can also result in lost revenue as the dealership sacrifices the opportunity to connect with and foster… Continue
Added by Dan Beres on April 29, 2019 at 7:24am —
Automotive Recall Solutions Innovator Adds Industry and Technology Leader to its Executive Team
April 23, 2019, Laguna Hills, CA – Recall Masters, Inc., the leading provider of automotive recall news, data, training, and communications, today… Continue
Added by Dan Beres on April 23, 2019 at 7:30am —
One of the biggest obstacles many dealership service departments encounter is contacting and communicating with their customers. This is not only a problem with recall customers, but with all service customers in general. And failure to communicate can easily… Continue
Added by Dan Beres on April 16, 2019 at 7:35am —
In the world of the automotive industry, we are always being evaluated. Whether it’s through customer or manufacturer surveys, this feedback is incredibly valuable and, in some cases, affects dealership revenue.
Just like everyone, I patronize dealerships for my vehicle service. I was concerned because my new vehicle with 16000 miles on it had some noises coming from… Continue
Added by Dan Beres on February 25, 2016 at 7:00am —
We all know the term “declined service repair.” Increasingly, I hear service departments are having a hard time keeping customers in the service lane to get those declined services done.
Imagine if financing didn’t exist for vehicle purchases. Chances are that very few would ever be able to own one, despite the desire to do so. The same situation applies to service repairs. I bet that a good number of your customers are declining service repairs not…
Added by Dan Beres on December 12, 2015 at 2:55pm —