Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
How well do you know your sales and service customers? Not just the customers who have purchased a car in the last month, or the ones who get their cars serviced on a regular basis, but all of your customers?
Considering your dealership has thousands of contacts in its DMS, it’s highly unlikely —and unrealistic—that you know your customers…Continue
Added by Courtney Evans on March 27, 2020 at 7:03am — No Comments
Service retention rates in dealerships have been steadily declining over the last three years, according to Affinitiv’s recent Automotive Loyalty Trends study, which analyzed data from more than 1,000 auto dealerships.
In domestic brand dealerships, service retention rates have dropped from 61.2% to 60.2%. At import brand dealerships,…Continue
Added by Doug Van Sach on March 12, 2020 at 11:34pm — No Comments
The problem of how to increase recall completion rates has been a thorn in the side of both manufacturers and dealers for quite some time. Despite numerous attempts from several sources, a majority of consumers fail to pay attention to any notification because they discard the mailers, discount the severity of the recall or simply don’t have the time needed…Continue
Added by Dan Beres on March 6, 2020 at 6:54am — No Comments
Long Beach, CA —January 31, 2020 — myKaarma, the leading communications and payments software provider for automotive dealer service departments, today announced the launch of Service Cart. The mobile repair recommendation tool is designed to improve customer transparency and convenience by enabling instant approval and feedback from the customer. This results in higher retention, shorter authorization times, a significant…Continue
Added by Ujj Nath on February 3, 2020 at 5:09am — No Comments
Most auto dealerships do some if not all of their service marketing with their manufacturer owner retention programs (ORPs). The purpose of ORPs is stated in the name: to build customer loyalty. But how well do these programs deliver on that…Continue
Added by Courtney Evans on January 31, 2020 at 6:30am — No Comments
Consumers are notoriously difficult to reach when it comes to safety, needed repairs and attending to recalls.
OEM and dealer methods include everything from phone calls, to text messages and direct mail. However, far too frequently, these notifications end up in the…
Added by Dan Beres on January 20, 2020 at 6:00am — No Comments
In search of service revenue, dealerships turn to randomly scheduling service appointments regardless of shop capacity.
Or they take everyone that drives up. This can easily overwhelm the service department. It leaves customers frustrated and causes a LOSS in service revenue from…
Added by Dan Beres on December 12, 2019 at 6:30am — No Comments
A recent trend reveals that many vehicle owners are very interested in mobile services. Currently, the percentage of independent repair shops that offer mobile services dramatically outweighs franchised dealers.…Continue
Added by Dan Beres on December 2, 2019 at 7:01am — No Comments
With the increasing demand for service repairs, dealers are scrambling to recruit more technicians. At the same time, the pool of experienced technicians is dwindling, as not enough new technicians are entering the workforce -- and demand will only increase.
Regardless of how much money your dealership may spend to expand your facilities to…Continue
Added by Dan Beres on November 19, 2019 at 5:36am — No Comments
One thing is certain. Sending out the same communications with the same messages via the same channels, again and again, isn’t a winning strategy. The goal of an ORP is to…Continue
Added by Courtney Evans on November 8, 2019 at 6:36am — No Comments
When people think of recalls, at least in our industry, most think about vehicles. For many consumers, merely contemplating spending their time at a dealership waiting for a recall to be repaired or losing the use of their car for some time, seems draining and inconvenient. But most consumers probably don’t consider the potential risks recalls can pose to…Continue
Added by Dan Beres on November 7, 2019 at 7:00am — No Comments
Retention is vital for long-term profitability and health. Some dealers coast along thinking they have retention covered, when, in fact, nothing could be further from the truth. Sure, offering a great customer experience in service can head you in the right direction. However, it is not just free coffee, donuts, or wi-fi access that bring customers back.…Continue
Added by Dan Beres on October 16, 2019 at 6:43am — No Comments
Several manufacturers, including Tesla, have rolled out some “innovative” features that include self-driving technology. At first glance, consumers like this type of vehicle technology because it typically means that these vehicles are fuel-efficient, use advanced technologically and are, frankly, cool. However, there are hazards involved with this advanced…Continue
Added by Dan Beres on September 19, 2019 at 7:24am — No Comments
Added by Courtney Evans on September 13, 2019 at 7:30am — No Comments
If you ask a dealership GM or controller “What’s your marketing per vehicle retail (PVR)?” not only will you get a precise answer, but likely a dissertation on the drivers, trends and plans to optimize. That’s because auto retailers understand that marketing efficiency and effectiveness is the lifeblood of their new and used vehicle…Continue
Added by Scot Eisenfelder on August 23, 2019 at 7:24am — No Comments
Customer experience and standing out from the competition by excelling at customer satisfaction is still very much a good business practice today. Time is valuable for today's busy consumers, and many dislike the vehicle service experience at dealerships because of long wait times.
Loaner cars and shuttles help, but they can end up making it…Continue
Added by Dan Beres on August 13, 2019 at 7:00am — No Comments
While it’s nice to have room in your shop’s schedule to handle walk-ins and other unexpected work, a service lane no-show isn’t the ideal way to get that extra time. Rather, no-shows throw everyone off and can take quite a toll on both your shop’s workflow and your bottom line.
Here are two holistic approaches to reducing no-shows…Continue
Added by Stephen Coambes on August 8, 2019 at 7:09am — No Comments
A recent article in Wards Auto shares results from a study of 6,200 dealerships conducted by analytics company Marchex. According to the survey, dealerships who use active listening techniques and build rapport with customers on the initial calls are the…Continue
Added by Dan Beres on August 2, 2019 at 8:11am — No Comments
Would you like to hear a ridiculous, unbelievable ROI statement? Well, one luxury brand dealership integrated technician videos into its service processes and, in only seven days, made +$250K in customer pay recommended work revenue. In fact, 80% of all closed repair orders for the week had a technician video sent to the customer.
Added by Ujj Nath on July 19, 2019 at 7:23am — No Comments
In the automotive industry, the ability to earn a greater share of a customer’s spend is the key to driving higher customer lifetime value. To that end, many dealers utilize flawed retention strategies designed to achieve a minimum number of service visits rather than maximize the…Continue
Added by Doug Van Sach on July 18, 2019 at 7:07am — No Comments