Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
If your dealership is like most, the sales and service side of the house feel like two disconnected islands most of the time. The teams rarely come together unless handling reconditioning or aftermarket accessory installation. But…Continue
Added by Stephen Coambes on June 20, 2019 at 7:14am — No Comments
Hidden profit opportunities exist throughout most dealerships. Whether those opportunities present themselves through service customers migrating to sales or sales customers that become service customers, all can lead to increased revenue and building relationships with your customers. Many dealers, however, don't incentivize those handoffs, so these episodes…Continue
Added by Chris Miller on April 1, 2019 at 7:28am — No Comments
A service advisor’s role is like that of an athlete – they must perform to a certain standard to keep their job.
Also, a service advisor has hot streaks and droughts, just like most athletes. When a service advisor is…Continue
Added by CPI Results on April 2, 2018 at 2:12pm — No Comments
LONG BEACH, Calif.,-- April 2, 2018-- -- myKaarma, software that helps dealerships communicate better with their customers at every stage of the service process, right from check-in through to payment, today announced that Mercedes Benz of…Continue
Added by Ujj Nath on April 2, 2018 at 6:30am — No Comments
The corners of the bumpers are lightly scuffed, the rims have curb rash, and the odometer has a third of the average miles for a car its age.
A mother pulls her minivan through the overhead door with three young kids in tow. She’s looking frazzled…Continue
Added by CPI Results on March 5, 2018 at 10:13am — No Comments
Added by Scot Eisenfelder on February 26, 2018 at 6:00am — No Comments
The results would probably tell a story very much in line with the overall CSI score. If the customer…Continue
Added by CPI Results on February 14, 2018 at 10:00am — No Comments
It struck me that many times in Customer Service, the person I am engaged with is “learning to shave” with me. What…Continue
Added by Mike Gorun on December 4, 2017 at 7:30am — No Comments
Added by Stephen Coambes on September 11, 2017 at 6:53am — No Comments
Recently I’ve seen several blogs and articles about the customer experience and an article in Automotive News really caught my attention and sparked my interest. It is all about how seven minutes is far too long for a service customer to wait before they are even…Continue
Added by Tim Clay on November 21, 2016 at 5:47am — No Comments
There’s nothing more disheartening to a service advisor than presenting a customer with a list of service recommendations only to hear the customer agree that they need the service, understand its importance and value, but they simply don’t have the available funds to complete it.
In such a highly competitive market that service advisor knows that when the…Continue
Added by Tim Clay on August 8, 2016 at 9:49am — No Comments
It’s widely known that video walkarounds, email responses and other types of video attract more attention from car buyers and better engage them once they reach out to you. But, one of the biggest mistake I see most dealerships make is to neglect the service department in their video marketing efforts.
Most importantly, utilizing video in your service…Continue
Added by Timmy D. James on January 28, 2016 at 6:15am — No Comments
As part of the complimentary inspection your store provides, it is discovered that the vehicle’s brake pads are severely worn and it would be unsafe to continue driving the vehicle much longer without replacement. The service advisor brings this to the customer’s attention.…Continue
These best practices combined with daily monitoring, observation and coaching results in…Continue
Added by Leonard Buchholz on October 9, 2014 at 1:30pm — No Comments
One of the many byproducts of training in so many dealerships is that you get to observe all the different ways people do things. Like how they answer the phone or talk to a customer in the service drive.
Over the years, I’ve made it a point to take note of some of the ways Advisors and Managers blow their customer up in the service drive and I thought I would share with you my observations and my Top 5.…Continue
Added by Leonard Buchholz on August 26, 2014 at 2:25pm — No Comments
Added by Leonard Buchholz on July 23, 2014 at 10:33am — No Comments
Nearly every week we spend training in a Dealership, we try to identify and help correct deficiencies in production, CSI and dealership employee performance. The rub is that every dealership has different issues and problems.
And 100% of the time when there is little progress in performance…Continue
Added by Leonard Buchholz on May 1, 2014 at 9:04am — No Comments
Processes save lives. It’s true. It is especially true when you are lying in a hospital bed with a doctor and a nurse talking to you about how their processes will save your life…which was where I found myself in the not too distant past.
Added by Leonard Buchholz on April 21, 2014 at 8:13am — No Comments
One of the best things about traveling is experiencing how other people run their businesses.
It also allows you to have many different Sales presentations from many different people. This story is about how one motivated, knowledgeable and especially friendly Salesperson made a banana into a bbq pork sandwich.