ELEAD1ONE BLOG

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Service1One Lane Application Recall Masters

ATLANTA, GA – June 12, 2017ELEAD1ONE announces a partnership with Recall Masters Inc., the leading provider of automotive recall news, data, training, and communications, to integrate real-time vehicle recall lookup into the Service1One Lane Management App.

Determining recall status during the mobile check in and initial inspection process saves time, reduces friction and prevents unnecessary upsets between dealers and their customers. It also helps to eliminate the possibility of a recalled vehicle failing to be repaired during a visit to the service center. In addition, informing customers of a recall during the initial check in allows them to better plan their days.

Automotive Recall News in Real Time

“Trust can be a hard thing to establish with service customers. To discover that their vehicle needs to stay in longer for a recall repair – or even worse – that they have a recall which the dealership failed to repair, is not exactly great for customer relations,” said Chris Miller, President of Recall Masters. “Our integration with ELEAD1ONE’s Lane Management Application enables the dealership to inform customers about any open recall in real-time while the initial check in and inspection are done. This then helps build trusting relationships between automotive dealers and their customers.”

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Mishandled Calls at Dealership

When you call a business to seek assistance or information, what irritates you the most: the seemingly impossible chore of navigating phone trees to get to a live person; the options that are irrelevant to you; or the fact that, when you do get somebody, they’re the wrong person and have to transfer you?

Probably all of them! Well, the same is true for your customers. What do they experience when calling into your dealership? Do you even know?

Phone Processes, People, and Technology

Sadly, many dealers place far too much faith in their phone processes, people and technology. Just because your dealership has call monitoring doesn’t mean your customers are well cared for. In fact, those calls may not even be listened to — except, perhaps, at the end of the month when a manager is scrambling for those few extra units to close the month.

Like any technology, just because you pay for it doesn’t mean it’s getting used. The fact is, if you’re not using it, you’d be better off with no automated phone system and a simple receptionist. Why? Because then your customers could at least talk to a live person.

What do you think customers do when they get irritated because they can’t talk to someone at your dealership? They hang up and call your competitor!

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ELEAD1ONE Xchange iMR

Participating dealers can now use iMR Match Funds for the ELEAD1ONE Xchange Tradeup Program

ATLANTA, GA – May 26, 2017ELEAD1ONE today announced that General Motors has approved ELEAD1ONE Xchange for the GM Dealer Technology Assistance Program (DTAP.)

Xchange uses intelligent data and equity mining technology triggered by service drive activity and DMS sales to bridge the gap between sales, service, and marketing. It provides a comprehensive customer acquisition and retention platform that connects dealers with consumers in a smarter way to build loyal relationships, increase market share and overall profitability. All GM dealers who are part of this program can now use iMR funds for Xchange.

In 2016, General Motors also approved ELEAD1ONE as an online service schedule vendor for its dealer’s digital marketing sites, which is eligible for reimbursement through GM’s Parts iMR Program. The SERVICE1ONE Online Scheduler solution allows consumers to shop for repair services and schedule appointments anytime, anywhere.
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Brand Loyalty and Dealership Customer Service

The automotive industry is extremely competitive – not just locally, but also at the manufacturer level. Manufacturers spend truckloads of money on conquest marketing and brand loyalty – which you would think should be great for dealers – and, to some degree, it is.

But think for a just a second here, does your OEM really care whether your customer stays loyal to your dealership? If you answered “No,” you are 100% correct. While manufacturers like dealers to treat their customers well, and build a loyal base, it really doesn’t matter to them whether your customers buy and service their vehicles with you, or any other franchise store, as long as that customer stays loyal to the brand.

That’s reality, folks. Those CSI surveys are only important to the manufacturer because they want to ensure customer stays loyal to THEIR brand, not yours. And there’s a critical difference between the two. Read More

With competition at an all-time high and sales margins shrinking more and more each month, no dealership can afford to ignore inbound call handling. In this eye-opening one-hour webinar recording, Bill Wittenmyer of ELEAD1ONE shares strategies, tips and tricks to improve inbound call handling performance and convert more valuable phone leads into appointments.

 

Spending Time, Wasting Time

In an ironic twist, as leaders, we spend more time, wasting time on items that keep us from moving the needle. The 525,600 minutes in a year sounds like a massive amount of time, yet as we plow through our to-do lists, it may feel like chunks of time just perish into thin air. As leaders we can move mountains for our team to help them achieve, and make the unthinkable idea a reality.  But no pile of money can buy us an extra hour or two or five to lengthen our day to accomplish all that we want for ourselves and our team.

How Are We Spending Our Time?

The typical company leader spends 30% of their time in emails.  The other 70% of their time is spread across a variety of tasks from development to human resource issues and of course, sales. An informal study published a few years ago offered these five areas of focus for leaders in any industry.

  • Developing Strategy – what are our dealership financial goals and how will my team reach them?
  • Communication – your team cannot effectively reach the goals established if you as a leader have not communicated them effectively.  Communication needs to be consistent. It also needs to be swift when course corrections are needed.
  • Establishing and Creating a Culture – In short, we’re talking hiring. Finding the right people for your culture, and placing them in the right positions, so your employees are successful in executing the ultimate vision.
  • Assistance – Removing obstacles that prevent success reaffirms your commitment to your team’s success individually and for the dealership.  Assistance also comes with the understanding that “help” can come in the form of knowing when to get out of your team’s way.
  • Resources – Providing the resources needed to make your team’s jobs easier, and your efforts highly organized for effective customer follow-up and measurement.

Think about how these key areas fit into the dealership setting.  While being busy can be seen as a blessing for dealer leaders, it can cause us to lose focus on our primary job – to lead. Bill Wittenmyer, Partner at ELEAD1ONE, explains the key to maintaining focus on what matters. The shift minimizes time spent on minutiae that can keep you and your team from meeting their goals in his March 2017 AutoSuccess editorial “Spending Time, Wasting Time.”

Key Takeaways:

  • Tangible approaches to prioritizing your time to reinforce goals that need to be met
  • How fixating on reporting can be a hindrance not a help.
  • Waiting for the absolute perfect dealership tool can hold your team back from realizing success

Prioritizing your time allows you to be a better leader for the people who seek your guidance and direction. For tools, tips, and time hacks to help you save time, read the full article published in the March 2017 edition of AutoSuccess Magazine here.