A New Service CRM: Mobile Lane and Shop Platform Streamlines Customer Experience
Implementing new technology and changing processes are massive undertakings. See how one dealership ensured the correct decision was made the first time.
Today’s Dealership Differentiator: Personalized Development
When people learn, they need feedback that tells them whether or not they are doing the right thing. Mastery requires feedback; so, the more you can provide feedback, the better your coaching and development efforts will be.
The ROI of a Proactive Dealership Culture
There’s a hard dealership truth those of us in this business confront every day: Staff turnover is incredibly high. According to Cox Automotive’s Dealership Staffing Study, the average annual turnover at a dealership is 40 percent, with an astounding 67 percent turnover rate for salespeople. Most dealers know turnover affects their business, but many dealers think there’s nothing they can do about it.
Invest Your Training Budget Wisely
Let’s face it: With profit margins on new and used car sales diminishing every year, it’s fair to say that your service department is a big part of your profitability and critical to your customer retention.
Continuing the Incredible Climb
“People can be resistant to change, so you break that resistance down by embracing it, understanding it and putting focus on it. By embracing it, our team adapts to change pretty well.”
Gone in 60 Seconds
We recommend that you develop a professional greeting for your stores. Train, role-play and have someone mystery shop to make sure your team follows through. After all, training for customer retention is a lot more cost effective than new customer acquisition.
Up In a Down Market: Finding New Ways to Serve the Customer, Part 2
In this series of our Dealer Panel, we’re asking our panel how they prepare for a potentially cooling market, and how they are working to maintain their forward motion.
Up in a Down Market: Training and Marketing When Things Slow Down
“Our overall strategy? Stay the course. Stay in your lane. Market to your customers. Full steam ahead. Walt Disney said it best when he said, ‘I’ve heard there’s going to be a recession. I’ve decided not to participate.’”
The “Player’s Coach” – Engaging Your Human Capital
While sales and dealership profitability grew significantly since the recession until 2016, the retention of dealership employees has continued to be the white elephant at the party. We have debated and deployed revised hiring strategies, installed pay plans without commissions, and expanded benefits and perks.
Give Your CRM Good Data for More Profitable Customer Connections
One constant message we send to customers is that their CRM is only as good as the data entered in it. The way data is captured, managed and utilized in the CRM is the key to customer acquisition and retention. Now, some dealers may think advertising is the most effective way to reach customers. Advertising
