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How important is response time when handling leads? Not very, if you check out this comedic video about automotive internet sales by Joe Webb of DealerKnows Consulting. Referencing the GM "stop the clock" policy from my Digital Dealer 8 session.

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Comment by Joe Webb on May 19, 2010 at 8:18pm
Thanks for all the great remarks. Had a lot of fun filming this one.
Comment by Elaine Harper on May 19, 2010 at 4:21pm
That was excellent!!!

Comment by Catherine Edwards on May 3, 2010 at 4:08pm
The key is to provide the car buyer with a high-quality rapid response that addresses the consumer's request.
Comment by Clyde Taylor on May 3, 2010 at 8:38am
Thanks Joe, one major difference I thought I would mention -- SalesCatcher is not a CRM, it works in conjunction with any CRM that supports HTML email. Our price point is a fraction of what a CRM costs. Our goal is to bring that success you mention to as many dealerships as possible. Thanks again
Comment by Joe Webb on May 3, 2010 at 8:25am
@Clyde - is your product similar to VinSolution's in that regard, where you can create a one click to send templated response that pulls over pics/pricing/variables based on the ones you pre-determine in your system? If so, it is a very worthy feature - that ALL CRMs should have in them in my opinion, but don't. I have some dealers using this feature in their CRM that have tremendous success with it.
Comment by Clyde Taylor on May 3, 2010 at 7:16am
Comment by Clyde Taylor on May 3, 2010 at 7:13am
Joe, yes we are one of the several. The difference is that my software allows the ISM to pull together the pricing, msrp, invoice, preferred, along with a stock photo, complete equipment list etc. in 3 minutes. It also is template based, however, the ISM is driving the tool. He/she could easily send it out in 5 mins if they desired (my stuff just preps it at the click of a mouse). It does so by reading the invoice and reaching out across the internet to instantly gather the information the ISM needs for a complete and professional response. When I was an ISM for a GM dealership, I actually found that this gave me more time to personalize and humanize my first responses. Our customers are finding the same thing. 5 minutes no problem, 15 minutes no problem, 30 minutes no problem.
Comment by Joe Webb on May 3, 2010 at 6:38am
Clyde, I take it you are one of the several softwares/off-site BDCs able to assist customers with their lead response times during these tumultuous times for many dealers. That is great, and I'm sure you are cleaning up with this new policy in place :) I recently spoke to an individual with GM that stated all leads responded to in UNDER 5 minutes are automatically dinged as automated - so the real goal is 5 minutes to 30 minutes (under an hour being the true last-ditch guideline. If you are sending info out in 3 minutes as you mention, can you make some adjustments to send them out after 5 minutes? If so, give me a ring. I may have a client or 5 interested. The auto-responses I've written in CRMs to fire after 5 minutes we believe will still be dinged as auto-responses (even with non-auto response wording). Any suggestions?
Comment by Clyde Taylor on May 2, 2010 at 11:39pm
We are the "new" kids on the block, and I certainly do not want to overstep my bounds here (ADM is a great community) but... This exact topic is what our company is all about, especially with GM dealerships. Your "stop the clock" first email can be the detailed/custom email you desire, with photos, equipment lists, pricing grids etc... all in about 3 mins.
Comment by Gilbert A. Chavez on May 1, 2010 at 9:06am
Awesome as always Joe. I won't tell your wife your kissing a beautiful woman in this video.;)

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