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All ADM Blog Posts Tagged 'department' (51)

Is Selling A Car More Important Than Preserving A Life?

The Future of Used Car Recalls …

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Added by Chris Miller on October 20, 2017 at 6:47am — No Comments

Rest in Peace: 2-Shift Service Departments

If you haven’t noticed, our culture has changed. Your customers are no longer willing to wait. Everyone…

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Added by Ujj Nath on September 6, 2017 at 6:30pm — No Comments

Human Capital: How Teamwork Can Increase Revenue

One challenge in many dealerships is building an environment where teamwork thrives.

Salespeople are focused on their own individual commissions, not the stores; technicians are focused on the billable hours they produce, not the departments; and F&I managers want their penetration and…

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Added by Chris Miller on August 31, 2017 at 6:30am — No Comments

The Costco Effect and Customer Loyalty

Costco has certainly built a loyal following over the years, even though it literally charges consumers for the privilege of buying…

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Added by Ujj Nath on June 19, 2017 at 6:30am — No Comments

How to improve service experience in 2017? Try texting!

After a quarter of a century, auto dealerships have finally started realizing that technology works for them, not vice versa. As 2017 has opened the door for innovation, such as virtual reality, but in order to reach this level, the entire car industry needs to pull the brake and realize the benefits of a proven technology. And the key is in text…

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Added by Thomas F. Jung on May 24, 2017 at 4:27am — No Comments

Proper Choice of Communication: The Key to Customer Satisfaction

According to a recent article in AutoRemarketing, a study by J.D. Power found that customers are…

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Added by Ujj Nath on March 27, 2017 at 6:39am — No Comments

Putting Some Fun into the Service Customer Experience

Sitting in the service department waiting room staring at the clock waiting for your vehicle to be repaired isn’t the most fun thing in the universe. It’s not quite like going to the dentist, but for some people it is a close second. Perhaps that’s the allure of the Jiffy Lubes of the world – the promise of the 30-minute oil change.

 

What is a dealer supposed…

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Added by Tim Clay on March 17, 2017 at 6:22am — No Comments


Influencer
Perception vs. Reality: Are You Seeing your Service Department through your Customers’ Eyes?

Many consumers have the perception that servicing at a dealership is more expensive than at independent service providers. Whether this applies to your service department or not, independents acquire customers through consistently advertising competitive prices. Unfortunately, this seems to be working well for them as they’re capturing more and more of your…

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Added by Alexia Henson on February 3, 2017 at 5:00am — No Comments

Training Is a Service Department’s Best Friend

There are a lot of choices for consumers as far as where to take their vehicle for maintenance. And, while consumers are required to visit franchise dealerships for warranty and recall work, the majority of service revenue lies in regular maintenance. That is why a great and consistent customer experience is so important each and…

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Added by Tim Clay on January 11, 2017 at 5:30am — No Comments

Recall Fatigue: The Time to Act Is Now

The National Highway Traffic Safety Administration has been battling with lawmakers in an effort to gain additional funding in order to handle – amongst other things – the 33.8 million Takata airbags recalled. In the most recent hearing, the NHTSA Administrator, along with several senators provided…

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Added by Chris Miller on July 10, 2015 at 5:30am — No Comments

The Recall Crisis: To a Scared Customer, an Apology can go a Long Way

For many consumers, cars are a necessity. They rely on them to get to work so that they can feed their family. They take their children to soccer practice and their spouses out for nights on the town. Throw in an occasional long-distance road trip to visit a relative or take a vacation, and it’s easy to see how much consumers rely on them. Manufacturers integrate safety messages into their branding. The government tests the vehicles. Consumer agencies review them. And consumers use this data…

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Added by Chris Miller on April 20, 2015 at 8:51am — No Comments

Senate Bill Could Force Recall Repairs & How You Can Capture More of That Work

Recalls can be lucrative service work for dealerships. However, when recalls are announced, most consumers aren’t informed that their vehicle is subject to a recall. As a result, an estimated “46 million cars with unfixed flaws” are currently driving around, according to a recent article in Automotive News. A new bill proposed in the Senate would mandate that…

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Added by Chris Miller on April 13, 2015 at 6:32am — No Comments


Influencer
Tired of Damage Complaints in Service? Here’s a Solution.

I doubt that a dealership service department exists that hasn’t had to deal with a customer claim that their vehicle was damaged while being serviced. Whether it’s a minor scratch, or something bigger, these types of claims cost dealerships money. It’s not always a customer who is trying to get a free cosmetic repair. Sometimes the customer simply did not previously notice…

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Added by Richard Holland on November 13, 2014 at 5:00am — No Comments


Influencer
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 admitted to a problem with the security lines at…

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


Influencer
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. General Manager, Loren Campbell, recognized that becoming more…

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


Influencer
My Lean, Mean, Lead-Handling Machine

Hi, my name is Johnny Dealer.  I spend my mornings listening to incoming sales calls from the previous day.  I then, go into a deep depression.  I guess I am like most dealers, but today, I'm going to do something about it.  I am going to create a system that will eliminate missing all of these opportunities.  I am about to create a Lean, Mean, Lead-Handling…

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Added by Danny Benites on October 30, 2013 at 6:46am — No Comments

What’s Your Dealership’s Average Front-End Gross Per Vehicle?

This is the third in a series of blogs I’ve been writing on metrics: in my last blog we discussed the average percentage of sales in dealerships that can be attributed to Internet leads. This week, I’d like to talk about average front-end gross per vehicle.

 

In a recent survey we conducted, we asked dealerships representing all types of makes…

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Added by Josh Vajda on October 17, 2012 at 10:41am — 1 Comment

August 2012 Automotive Internet Sales "Dealer of The Month Winner" Martin D'Amato of Pine Belt Automotive - Congratulations!

http://www.pinebeltauto.com/

Congratulations to Martin D'Amato, Internet Director of Pine Belt Automotive in Toms River, NJ! 

Martin oversees 4 dealerships that are Delivering…

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Added by Stan Sher on August 20, 2012 at 12:43am — No Comments


Influencer
2012 Automotive Special Finance

2012 Automotive Special Finance

Banks are buying again and they are buying deep. Sub Prime Business is back and it is extremely profitable. I work with dealerships all over the country and the feeling is unanimous… They are ALL loving it! Why wouldn’t they? Over 60% of the United States has less than perfect credit.

Let me clear up some misconceptions about Special Finance. There are two different ways that you can engage the sub prime market (or not engage it at…

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Added by Sean V. Bradley on May 28, 2012 at 10:58am — No Comments


Influencer
Incorporate Live Chat to Decrease the Wait Time for your Service Department Customers

According to a Consumer Report Study, more and more customers are griping about their vehicle repairs. 21% of the respondents said it took longer than  expected to complete the work. As you know,…

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Added by Ketty Colom on April 26, 2012 at 2:00pm — No Comments

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