Kentucky Dealership Puts Customers First
AutoSuccess sat down with Glenn’s Freedom’s Nathan Stahl, the general manager and operating partner, and Casey Dalton, the dealership’s service director, to learn more about the improvements they’ve made in Service and Parts and how they achieved an additional $400,000 in additional gross profits year over year.
Bringing Customers Back to the Forefront of Your Store
Personalized videos are helping to change the stereotypical perceptions of a car dealership.
Key Areas Identified to Improve Customer Phone Experience
Study shows the average answer rate in dealerships is 95%, with only 83% of shoppers being connected to a live person.
The Voice of Your Customer
If you’ve been to an automotive industry conference in the past several years, you’ve likely seen service providers offering some combination of artificial intelligence, digital retailing or subscription/alternative ownership solutions. They promise that these features will lead to increased loyalty, customer satisfaction and improved margins.
Auto/Mate Integrates with Xtime’s Inspect, Offering Digital Tools for Higher Customer Retention, Loyalty
Leveraging its existing integration with Xtime Schedule, Auto/Mate dealers will now be able to import repair orders (ROs) into Inspect, and have access to real-time parts availability, parts on-hand, including bin and source location, descriptions and more.
Hyundai Dealers that Subscribe to CDK Hailer Service to Offer Lyft Rides for Service Customers
Hailer has the opportunity to increase customer satisfaction through a decline in wait times, which reflects an industry shift that has the potential to improve customer experience and business efficiency.
Putting Your Customer FIRST Builds Lasting Relationships
If your dealership is experiencing a decline in customer pay traffic and/or scoring at average or below in your CSI rankings, then chances are you are not putting your customer first.
Customer Loyalty is Created in the Service Lane
One of the most significant trends that auto dealers are grappling with is the erosion of front-end margins. New vehicle gross margins have declined significantly in the last seven years, from 4% in 2011 to 2.2% in 2018.
Give Your Customers What They Want – Text Them
More than 55% of Americans prefer texting to emails or phone calls, and 90% of text messages are read in less than three minutes after sending. Kristopher Hampton of sw Service Solutions says this alone is reason enough to use text messaging as a primary form of communication with your guests.
Edmunds Presents Seventh Annual Five Star Dealer Awards Recognizing Outstanding Customer Service
To be eligible, dealers must participate in the Edmunds Dealer Partner program and have received at least 30 sales reviews on Edmunds in calendar year 2018.
