Anyone who takes care of dealerships online advertising you will inevitably have to make changes to your dealership website. In fact, those who stay on top of their websites are far more likely to succeed. The problem is most dealerships do not own their own website; they rent it from companies like Cobalt, BZ, IZMO, Vin Solutions, and others. Thus, whenever a change needs to be made the dealer must rely solely on their vendor’s backend tool if they wish to do it themselves, or a phone tree support jungle, or worse of all email support. I am dealt with nearly every website provider in my history and in most cases their support has been what I expected. There are a few things you should always to when dealing with website support.
It is very easy to make a call or shoot an email to a support crew to make changes to your website. In fact most website providers prefer emails to phone calls, and who wouldn’t. The problem lies when you do not document things, email is of course easy to document as long as you don’t delete it but phone support can be trickier to keep a history of. The key is to always make sure you write down who you spoke with, get their direct contract information if possible and always write down the case number. I have certainly been guilty of not following these rules and it hasn’t always come back to bite me in the butt, that said, the times it did I had no leg to stand on when I complained to the website provider about their crummy service as I had to record of when I called, who I talked to, or any case number.
If it helps, what I do is simply email myself the information. Also, even though phone support is more annoying, I usually have much better results when I pick up the phone, suck it up, and get in the cue to wait to speak to a representative. The reason is inevitably emails always need more clarification, and if you are on a timeline, it’s best to make sure the support team totally understands your request; I usually make them repeat it back to me.
Provide & Get Clear Deadlines
The second tip I have to avoiding headaches with website support companies is try and provide them with a deadline. Sometimes this is tricky and you may have a hard time getting them to agree to one you are satisfied with, but at least get one, and get them to email it to you. Let them know your request is urgent, and you would like it done as soon as possible, otherwise it seems like a lot of times things get pushed to the back burner. If you are blessed with a great rep or a dedicated support person perhaps you will not need to sweat them as much, but you should still always ask for a deadline, and then hold them to it.
The last step is easy if you have done the first two. Always follow up with your representative, and let them know who you feel. If you are happy with the work, tell them about it, if not mention it as well. As someone who has worked in support his whole life, getting the random kind words always made me want to go the extra mile for a customer and if you can build a good relationship with your support provider you will start to see higher quality work, and quicker turn around times pretty quick. If you are not satisfied with the work completed, don’t just call or email with blanket statements of threats, and dissatisfaction, be specific. Although you may not be up to it, especially if your website provider has made a mistake, it is the only way you will coach them to improve their quality. Let them know you have high standards, and hopefully, before you know it things will start to improve.
The best of luck to you, we have been blessed with quality reps at most of all the major dealership website providers that we ask for by name. Once you get a good one, hold on to their contact information for dear life and take care of them, since they will be returning the favor.
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