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Richard Holland's ADM Blog (44)

Fallon Chooses Ford amongst Controversy & Salespeople Humiliation

Last month, I wrote an article on how Jimmy Fallon announced during “The Tonight Show” that he was in the market for a truck. Manufacturers immediately took to social media in attempts to convince the popular talk-show host that he should choose them, including Ford, Dodge, Chevrolet and…

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Added by Richard Holland on April 10, 2014 at 7:00am — 8 Comments

What Happened to Customer Service?

A recent event held by Edmunds named “Hackomotive” brought together some of the brightest technology innovators in the automotive industry.

The purpose of this event was to streamline the automotive buying process for consumers. Technology and shopping portals are increasingly…

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Added by Richard Holland on April 3, 2014 at 3:00am — 4 Comments

Why Steve Jobs Hated Branding and Marketing

A recent interview with former Apple VP of Worldwide Marketing, Allison Johnson, offered up some interesting insights into the legendary businessman Steve Jobs.

In her interview, she explained how the two words that Jobs hated most…

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Added by Richard Holland on March 27, 2014 at 6:30am — 5 Comments

Overwhelmed Employees Affect Engagement

An interesting article on the Forbes website shared the results of a recent study by Deloitte Global Human Capital Trends. The study was the result of an extensive…

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Added by Richard Holland on March 20, 2014 at 6:56am — 12 Comments

Who Wants A Truck? Jimmy Fallon Does!

Last week, the newly appointed host of “The Tonight Show” mentioned on the air that he was in the market for a new truck. Of course, manufacturers couldn’t resist the golden opportunity to try and convince the star to choose theirs.

 

Ford responded first urging Jimmy to check out the 2015 F-150, within minutes of his proclamation.…

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Added by Richard Holland on March 13, 2014 at 4:00am — 3 Comments

New NHTSA Labels Present Challenges to Dealers

Warranty work is a large part of any service department’s revenue. The recent announcement by the NHTSA mandating manufacturers to use specific labeling on recall notices could prove to be very helpful to dealers; helping them get the work faster and at a lower cost. However, there are challenges…

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Added by Richard Holland on March 6, 2014 at 7:30am — 1 Comment

Don’t Be Intimidated by Customer Loyalty

Many dealers are intimidated by the concept of “customer loyalty.” The simple attempt at trying to design and implement a strategy that creates lifetime customers is certainly a daunting one. It takes a lot of work and effort to accomplish this, for sure. However, just like you train your sales…

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Added by Richard Holland on February 27, 2014 at 9:02am — 5 Comments

Manufacturers Start Recognizing Importance of Technology

As reported by Automotive News, Audi has begun integrating iPads into their franchise dealer’s sales force. With their iPad tablets, which they’ve named, Sales Assist, they believe that young consumers…

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Added by Richard Holland on February 20, 2014 at 6:09am — 1 Comment

Privacy & Data in the Age of the Connected Car

In recent articles by both CNET & Automotive News, it’s reported that U.S.…

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Added by Richard Holland on February 13, 2014 at 6:30am — 4 Comments

You Get What You Pay For: A Customer’s Service Nightmare

There’s one thing that all auto franchises have in common when it comes to service: battling independent auto shops.

I’m fairly certain that not a day goes by when you have either a customer on the phone or in person who is price-shopping you with an independent. There are many ways to build value in…

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Added by Richard Holland on February 6, 2014 at 7:00am — 1 Comment

What’s In a Name?

Since 2003, MPi has been helping dealerships across the United States create more profitable service departments through technology.  Our mission is to help dealerships become more efficient and simplify the service upsell process.   Through the use of the…

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Added by Richard Holland on January 22, 2014 at 6:54am — No Comments

Tesla Demonstrates How OEMs Could Cut Into Service Revenue

Everyone in the automotive industry is familiar with Tesla’s entry into the automotive retail business.

However, not as many realize that they’re simultaneously spotlighting innovative functionality that any manufacturer could use to make automotive service easier and more…

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Added by Richard Holland on January 16, 2014 at 6:00am — 7 Comments

When the Customer Isn’t Right

I write a lot about customer experience, service and retention. With our hyper-competitive industry demanding greater transparency, it will continue to become more important. In a recent article, “…

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Added by Richard Holland on January 9, 2014 at 7:00am — 7 Comments

It’s Beginning To Look A Lot Like Christmas

As the holidays quickly approach, many companies are giving back to their customers. Through toy drives, volunteering at local charities or fund-raising, businesses across the nation are pooling their resources to help the needy. Some businesses, however, have chosen to direct their resources to the…

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Added by Richard Holland on December 19, 2013 at 4:30am — 1 Comment

Will You Fight To Win A Customer?

The battle for customers in the automotive industry is hyper-competitive.

Dealers advertise low price loss leaders and court an Internet buyer with competitive pricing that sometimes results in negative gross deals. Service departments advertise low priced oil changes to both upsell and win a new customer. 

 …

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Added by Richard Holland on December 12, 2013 at 5:00am — 8 Comments

Business Technology Means Keeping Up With The Joneses

In the B2B world, we’re seeing a shift in importance and shopping behaviors by business buyers. What’s interesting is that business buyers are starting to behave more like consumers when making business purchase decisions. A…

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Added by Richard Holland on December 5, 2013 at 6:51am — 1 Comment

Service Reviews: Why You Need To Pay Attention Now More Than Ever

Most dealerships understand the importance of online reviews, in general, for their stores. Consumers are increasingly turning to the Internet to research dealerships before selecting one. This includes researching not only sales-related reviews, but also service.  Yet, most dealerships focus most of their…

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Added by Richard Holland on November 22, 2013 at 4:57am — No Comments

Lessons We Can Learn From the Failure of Blockbuster

As I’m sure you’ve heard, Blockbuster Video has gone out of business.

DISH Network, which owns Blockbuster, officially announced last week that they would be closing all 300 U.S. Stores. There was a time when local video stores were the dominant retail outlets to rent movies from. Then along came the mega-video stores…

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Added by Richard Holland on November 15, 2013 at 7:30am — 7 Comments

The Future Is Now: Google Enters Fixed Ops

In July, I wrote an article that was published in Dealer magazine titled “Beam Me Up! How Service May Look In The…

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Added by Richard Holland on November 8, 2013 at 5:30am — 8 Comments

A Picture’s Worth a Thousand Words

When dealerships first started publishing web pages, I remember that many felt that it was not very important.

However, as many other dealers were doing it, they felt that they needed to as well. At first they were static, very basic websites, with very little information. Along came…

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Added by Richard Holland on October 31, 2013 at 6:00am — 3 Comments

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