Tag Archives: Customer Experience

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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Take your dealership’s fixed operations to the next level with ELEAD1ONE’s Service1One customer retention suite. The suite will be on display at the 2016 Fixed Ops Conference, November 14th through November 16th in Las Vegas.

Service1One ties together all workflows and moving parts into one, easy-to-use solution that completely revolutionizes the automotive service repair business.

Service1One Features

  • Online Scheduler:  The intuitive online portal lets customers shop for repair services and schedule appointments.  Our convenient Scheduler that instantly integrates within your DMS.
  • Multi-point inspection:  A powerful, electronic inspection process ensures every vehicle gets a multi-
    point inspection on every visit. Technicians can provide reliable results to owners.  Capture every declined
    service for follow-up.
  • Lane Application:  Mobile greeting and write-up tools let advisors view appointment information. Advisors can complete a step-by-step walkaround inspection.  Obtain authorization of service repair work – all from your tablet!
  • Automated Service Marketing:  AutoPilot empowers dealerships to interact with customers during every significant milestone or event to grow business opportunities. Grow customer retention without ever lifting a finger.
  • XChange Trade Up Program:  Our real-time open RO service dashboard with vehicle exchange alerts helps dealers identify current and conquest opportunities.

Sign up for a demo here and let us know to look for you.

Google Automotive Workshop

Wittenmyer at DrivingSales Executive Summit

Coming off our inaugural DealerOn Event Series outing, we’re joining forces with partners Google and DealerOn to bring a second FREE, private Golf and Learn event. This time, we’re in the Dallas/Fort Worth area on October 5th at Topgolf in The Colony, and we want you there.

Jessie Hochhalter from Google, Bill Wittenmyer, Partner at ELEAD1ONE, DealerOn’s SEO and SEM gurus Greg Gifford and Shaun Raines, and Conversion Wizard Mike DeVito will drop some valuable knowledge for dealers as we close out 2016 and look ahead to next year.

  • Jessie Hochhalter from Google. Jessie will tackle Automotive Trends & Insights: How Dealers Can Win with Today’s Customer.
  • SEO Guru Greg Gifford. Greg will showcase some advanced local SEO tips & tricks, plus local marketing tips sure to elevate your dealership.
  • PPC Expert Shaun Raines. Shaun’s presentation will drop some knowledge on the best way to use SEM to meet your customers head on, and make your dealership the star.
  • Conversion Wizard Mike DeVito. Mike will share the winning formulas to optimize your website and digital marketing for the mobile car buyer.
  • Bill Wittenmyer from ELEAD1ONE. Bill will focus on best practices and how a good CRM and quality processes will convert more digital leads into profit for your dealership.

You’ll walk away with best practices in SEO, SEM, website conversion, mobile marketing, and a host of other industry-changing topics, guaranteed to help you sell more cars.

And yes, plenty of golf with your very own golf pro. All your food and fun are fully taken care of by DealerOn, Google, and ELEAD1ONE.

Our special guest will be ELEAD1ONE community partner Patriot PAWS.  The Dallas-based non-profit organization  trains and provides service dogs “of the highest quality at no cost to disabled American veterans and others with mobile disabilities and Post Traumatic Stress in order to help restore their physical and emotional independence.”

This event is completely free — just bring your appetite to learn and a killer swing!

Note: This is non-transferable and by invite only. The registration page below will be active as long as we have seats left.

DealerOn/Google/ELEAD1ONE Golf Event Registration

 

Customer Perception vs. Reality

Update: Bill Wittenmyer, Partner at ELEAD1ONE, joined Auto Dealer Live September 1, 2016, for a discussion based on the actual reality of the customer experience versus the perception. The discussion centers around Wittenmyer’s article, “Perception versus Reality: An In-depth Look at Consumer Perception.” The article appeared in the Summer edition of Hotline, the official newsletter of Canada’s Trillium Automobile Dealers Association.

 

The first five seconds of any exchange can make or break the experience for the customer. Whether it’s over the phone, chat, or in person —  how your sales, service, and BDC team acknowledge your customers creates the foundation for the very trust that will lead to a purchase.   Read More