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Richard Holland's ADM Blog (60)

Random Acts of Generosity Can Build Loyalty

Finding a lost earring in the jewelry box, discovering the old autographed Tom Seaver baseball card when you clean out the attic, and learning that the shirt you are about to pay retail for is discounted, are all pleasant surprises.  How about walking into your bank and having the ATM talk with you and then give you a…

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Added by Richard Holland on August 21, 2014 at 5:00am — No Comments

Is Instant Customer Feedback In Your Future?

There’s no doubt that customer satisfaction is important to all car dealerships.

Whether a dealership actually cares about making the customer happy, or merely wants to ensure that their CSI scores stay acceptable to the OEM, these scores play a major factor in the overall health of a dealership.…

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Added by Richard Holland on August 14, 2014 at 6:00am — 3 Comments

Fix the Affliction

The adage “two brains are better than one” has long been used to think through matters and solve problems.  And to take it even further, excluding the human element, often two computers with different programming can solve problems more effectively than a single device.

 

As an example; the government has…

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Added by Richard Holland on August 7, 2014 at 6:22am — No Comments

Fixed Ops: The Scramble for Technicians Begins

In May I wrote a blog article explaining how employee retention in service will become increasingly important due to many factors. Apparently, that’s becoming true faster…

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Added by Richard Holland on July 31, 2014 at 7:00am — 2 Comments

Sometimes It’s Better To Cut Your Losses

I am sure many of you have heard about the recent customer service debacle involving Comcast over the past week.

In case you aren’t familiar with what happened, a customer called into their…

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Added by Richard Holland on July 24, 2014 at 6:30am — 4 Comments

The Key to Increased Service Absorption Is Efficiency

Last week, Automotive News highlighted Redlands Auto Plaza, a Southern California dealership that is doing some pretty creative things within their service department to increase absorption.…

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Added by Richard Holland on July 17, 2014 at 4:30am — 1 Comment

Give Your Customers a Red Carpet Experience

Automotive News recently reported about a New Jersey dealership that has a VIP lounge for some of its customers – akin to the exclusive airline club lounges – in which customers can…

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Added by Richard Holland on July 10, 2014 at 5:37am — 6 Comments

Audi Wants To Supervise Your Technicians… With Robots

Last week, Wired magazine featured an article describing Audi’s ambitious plans for robots in local dealerships. A remote technician at Audi headquarters controls the “Audi Robotic Telepresence” robot. According to Wired…

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Added by Richard Holland on June 26, 2014 at 5:42am — 3 Comments

For Used Vehicle Acquisition, There’s No Place Like Home

One of the pain points I frequently hear from dealers is how to acquire frontline pre-owned vehicles for their stores. Having an available solid inventory of used vehicles for customers is imperative. Not everyone will be able to (or even want to) buy a new vehicle. To run smoothly and continuously generate…

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Added by Richard Holland on June 19, 2014 at 5:39am — 3 Comments

For Employees, Recognition Trumps Money

In case you weren’t aware, this week is Automotive Service Professionals week. Established in 2001 by the National Institute for Automotive Service Excellence (ASE), this week celebrates all of the men and women who have chosen automotive repair as their profession. Automotive Service Professionals…

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Added by Richard Holland on June 12, 2014 at 5:27am — 2 Comments

Volvo Announces In Car Service Appointment Scheduling: What That Means For Dealers

Every day automotive manufacturers announce new technology they plan to introduce into their vehicles. Tuesday, Volvo announced that their XC90 will not only tell the driver when it’s time to visit the garage, but also…

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Added by Richard Holland on June 5, 2014 at 5:43am — 2 Comments

5 Reasons Video Can Help Increase Service Revenue

In our modern world of technology and instant information, consumers are increasingly seeking answers to their questions online rather than asking a business for it. One way that consumers are doing this is through video content they find online. Video content provides many benefits for consumers as well as businesses. In…

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Added by Richard Holland on May 30, 2014 at 4:30am — No Comments

Why Employee Retention in Service Is More Important Than Ever

A recent Automotive News article covered the decrease in trained automotive service technicians graduating from vocational schools. Not only are the vocational schools producing fewer graduates in…

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Added by Richard Holland on May 22, 2014 at 4:01am — No Comments

AutoPoint at the 16th Digital Dealer Conference

Last week, AutoPoint headed to the 16th Digital Dealer Conference & Exposition in Atlantic City, NJ. We were very excited to see many new faces that were able to attend the Digital Dealer Conference for the first time as it visited the Northeast. Sessions were all well attended &…

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Added by Richard Holland on May 15, 2014 at 6:09am — No Comments

Are Service Customers Defecting Due to Trust and Price Transparency?

A recently released white paper based on a collaborative study between Cars.com and GFK, reported that consumers are leaving dealership service in favor of independents due to a…

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Added by Richard Holland on April 24, 2014 at 5:00am — No Comments

Dealer Service and Loyalty Boost Highlights Importance of Customer Experience

The recently released J.D. Power 2014 U.S. Customer Service Index Study produced some interesting, and very promising, results.

The…

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Added by Richard Holland on April 17, 2014 at 6:30am — 1 Comment

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 — 6 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 — 3 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

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