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Tim Clay's ADM Blog (17)

Service Acquisition Efforts Should Begin with Reviews

I’ve talked in past blogs about …

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Added by Tim Clay on May 31, 2017 at 7:13am — No Comments

3 Quick Tips for Handling Declined Service

Service customers frequently decline some, or all the recommended services, which can be very frustrating to advisors.

While
it shouldn’t be a service advisor’s job to “find” things to recommend, it’s certainly their job to notify and counsel customers about any areas…

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Added by Tim Clay on May 12, 2017 at 7:30am — No Comments

The Answer to Future Service Business: Technology & Convenience

According to an article in Tire Business, it is essential for automotive service repair facilities to adopt and embrace technology. Last year was the first year Millennials…

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Added by Tim Clay on April 26, 2017 at 7:00am — No Comments

The Art of Service Upselling

While there are many different types of service repairs – warranty, recall, etc. –undoubtedly the king of them all, when it comes to profit, is customer pay repair orders.

 

Of course, getting a customer to pay for that oil change they came in for isn’t difficult at all. However, when that same customer…

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Added by Tim Clay on April 14, 2017 at 5:00am — 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…

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

That High Dollar RO May Hurt Your Customer More Than You Think

According to a recent report from the JPMorgan Chase Institute, many Americans need more than a year to recover from a $1,500 financial…

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Added by Tim Clay on February 22, 2017 at 5:30am — No Comments

Effective Marketing – Don’t Forget the Service Department!

While dealers spend a lot of money on marketing, often, most of that spend is directed at the sales department. But what about service? The largest revenue source for the dealership should certainly be worthy of a decent percentage of that budget. However, sadly that’s not usually what happens.

 

How can…

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Added by Tim Clay on February 15, 2017 at 5:45am — No Comments

The Huge Impact of Customer Experience

A recent study by Forrester quantified the monetary effect of increasing customer experience scores by a single percent. The results were quite astonishing.

A single one-point increase in customer experience can mean as much as an additional $873 million per year in revenue for auto…

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Added by Tim Clay on January 26, 2017 at 6:54am — 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

Keeping the RO in Ho Ho Ho

The holiday season is upon us. That means extra money is needed for things such as traveling, presents and decorations.

This time of year is typically when an increasing number of consumers find themselves in a tight financial situation. And, when it comes to unexpected vehicle repairs, lack of funds can put a…

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Added by Tim Clay on December 15, 2016 at 6:30am — No Comments

Anticipation Is Not What’s Making Them Wait – It’s Inefficiency!

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…

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Added by Tim Clay on November 21, 2016 at 5:47am — No Comments

Maximizing your Conference ROI!

We’re well into conference season and some conferences can be quite overwhelming -- Exhibit halls packed with hundreds of vendors all vying to talk to dealers and hundreds of speaking sessions to choose from.

Conferences can also be a significant expense for a dealership, especially if multiple employees are sent. However, if planned well,…

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Added by Tim Clay on November 10, 2016 at 5:30am — No Comments

Service Retention Relies on Consumer Trust

When a customer buys a new car from a dealership it’s almost a given that service also just gained a new customer. Most of the time, if the customer is local, they will start bringing their vehicle into the selling dealership for regular maintenance and…

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Added by Tim Clay on September 26, 2016 at 2:30pm — No Comments

Give Them Options & Revenue Will Come

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…

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Added by Tim Clay on August 8, 2016 at 9:49am — No Comments

Is Your Service Department Invisible?

For car dealerships, when it comes to marketing, the overwhelming majority of messages tend to revolve around sales. The need to push more units, drive more traffic and conquest new customers seems to be the biggest priority for dealers as far as the allocation of marketing dollars.

 

The market is highly…

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Added by Tim Clay on July 11, 2016 at 6:34am — No Comments

Increasing Service Revenue Is All in the Details

The service department is typically the largest revenue source for a dealership. In some cases, service departments carry the dealership and keep it in the black. Yet, no matter how much revenue a service department brings in, it would be hard to believe there is a single dealer out there that wouldn’t want to see it…

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Added by Tim Clay on June 27, 2016 at 6:58am — No Comments

Service Recommendations: When They Want It but Can’t Afford It

There is nothing more frustrating to a service advisor than presenting legitimate service recommendations to a customer only to lose the sale because of a customer’s finances. The service advisor could do a great job building the relationship, presenting the service recommendations and instilling value. However, if the…

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Added by Tim Clay on March 31, 2016 at 9:10am — No Comments

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