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Chris Miller's ADM Blog (76)

Customer Experience Upgrades in 3 Simple Steps

Customers don’t necessarily arrive at your dealership expecting a great experience. When it comes to service, many dread a higher-than-normal repair bill. They expect to hear additional maintenance is needed, but don’t want to spend a lot of time at the dealership and can get annoyed if made to wait longer than anticipated.

Whether this…

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Added by Chris Miller on December 12, 2018 at 7:00am — No Comments

As Safety Value Increases, So Do Repairs

Technology that helps safeguard…

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Added by Chris Miller on November 13, 2018 at 6:37am — No Comments

Why Technicians will Soon Rule the Automotive Industry

I think it’s fair to say that automotive technicians are getting harder to find. These days, less people are choosing a career in automotive repair, even though technicians make great money and many need little or no formal college education or previous experience. Look at independent repair facility employment ads and…

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Added by Chris Miller on October 29, 2018 at 7:10am — No Comments

When Digital Starts Winning, Fight Back

In the last few years, a war between dealerships and independent service centers over consumers has fueled a competitive fire. At stake is millions spent by consumers on retail service and, perhaps, the survival of many dealerships. The marketing weapon of choice used to be retail signage or print advertising, but…

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Added by Chris Miller on October 19, 2018 at 7:31am — No Comments

The Pitfalls of Discounting Service

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Added by Chris Miller on September 27, 2018 at 7:30am — No Comments

Hello, is It Me You’re Looking For?

I frequently write about how, in my opinion, dealerships would be wise to expand their thinking and change attitudes towards recall customers … and not just recall customers, but all customers

The customer experience is key to building customer loyalty, increasing referrals and securing repeat…

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Added by Chris Miller on September 21, 2018 at 7:30am — No Comments

Take a Good Look at Your Recall Customers

It wasn’t too long ago that most dealers shunned recalled vehicle owners, describing the additional traffic as a nuisance, or they viewed them as consumers who occupied service bays that could be more profitable with other types of business.

However, changes in OEM recall reimbursement policies,…

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Added by Chris Miller on September 5, 2018 at 6:58am — No Comments

Advancing Technology and the Public Threat

If you’re a movie fan, at some point, you will almost certainly have witnessed a scene where a villain sabotages a vehicle. The unsuspecting character gets into their car, fires up the engine and it explodes, dramatically. Or, perhaps the villain messes with the brakes, causing the main character to have a horrible…

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Added by Chris Miller on August 27, 2018 at 6:44am — No Comments

Are We Playing Whack-A-Mole with Recalls?

Most of us in the automotive community are painfully aware that our nation is in the middle of a recall epidemic -- and will be for decades to come. A low percentage of recall repair compliance pushes the numbers of vehicles on the road with open recalls ever higher, with no relief in sight.

The reality…

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Added by Chris Miller on July 31, 2018 at 7:15am — No Comments

One Small Step Is a Good Start to a Long Journey

It’s a sad fact that current recall repair compliance rates are so abysmal.

Most dealers know it., the Feds know it, state governments know it, and the manufacturers know it. Resolving this recall crisis starts with a notification. But, people simply don’t read recall…

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Added by Chris Miller on June 22, 2018 at 6:30am — No Comments

When Batman Decides a Recall Isn’t Enough

In 2014, due to safety concerns, Toyota issued a recall notice for a power inverter on its popular Toyota Prius. Nothing abnormal. But for the fact that, even after the recall was fixed, customers continued coming in with issues – hundreds of them – and that’s when Roger Hogan’s dealership decided…

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Added by Chris Miller on June 18, 2018 at 6:30am — No Comments

Outsourcing Customer Communications - Should the Service Department Worry?

There are few things sales managers find more painful than looking into their CRM and finding unanswered sales leads -- whether those leads sat for hours or sometimes, days, each is a missed opportunity.

That’s why there are so many outsourced BDC services…

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Added by Chris Miller on May 18, 2018 at 6:00am — 1 Comment

What Do Car Subscription Services Mean for Dealers, OEMs and Consumers?

There’s a huge push going on across the nation for subscription-based vehicle services.

First introduced by manufacturers, more than a few dealerships have rolled out similar services for their customers. The general concept is that a consumer can pay a flat-rate monthly fee to drive a vehicle of…

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Added by Chris Miller on May 8, 2018 at 6:23am — No Comments

Plugging In: How Electric Vehicles Could Impact Your Service Department

Love him or hate him, Tesla’s Elon Musk is brilliant. As both a businessman and a marketer, he has created a loyal following of brand advocates – some of whom don’t even own the products he sells. There are consumers literally willing to wait years just to purchase a Tesla vehicle. He recently launched a car into…

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Added by Chris Miller on April 23, 2018 at 6:40am — No Comments

The Future of your Service Department

There is nothing more frustrating to a customer than being told a repair will take X amount of time - only to be informed later that it will take longer. To those who work in busy dealership service departments, this happens frequently. Customers come in for one thing and, during the multi-point inspection,…

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Added by Chris Miller on March 30, 2018 at 6:21am — No Comments

Dealership Safety Concerns Aren’t Only About Recalls

Life at a dealership is hectic. There are so many pieces moving simultaneously that it can seem as if you’re living in a real-life version of the classic video game “Frogger,” continuously ducking, dodging and weaving your way through the dealership -- just as everyone else is. Combine sales, service and customer…

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Added by Chris Miller on February 28, 2018 at 6:45am — No Comments

Tennessee Gets a New Recall Law and Consumers Aren’t Happy!

January 1 saw the enactment of Tennessee House Bill 141, to the collective groan of consumers. In a nutshell, this new law prevents consumers from suing car dealers if they purchase a used vehicle with an open safety recall, as long as it was…

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Added by Chris Miller on February 15, 2018 at 5:10am — No Comments

You Think Your Customers are Happy? Do This & Watch How Fast That Changes!

Manufacturers hold dealerships accountable for customer satisfaction and the overall…

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Added by Chris Miller on February 8, 2018 at 6:00am — No Comments

The Art of Turning Complaints into New Customers

The auto industry…

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Added by Chris Miller on January 31, 2018 at 6:00am — No Comments

Could Subscription Services & Autonomous Vehicles Solve the Recall Epidemic?

While the struggle to decrease unrepaired recall vehicles on the road…

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Added by Chris Miller on January 5, 2018 at 6:00am — No Comments

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