Tag Archives: customer service

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.

 

I recently moved into a new house. The first day consisted of closing on the house I sold, followed by the new house closing. Afterward, as I approached my new home, I noticed my brand new refrigerator sitting in my yard with the door handles lying on the driveway. And, the people delivering my new toy were standing in my living room looking at doors trying to decide how they were going to get this monster into my kitchen. Read More

Think back to a time that maybe you had gone a while without a customer or an opportunity. When you finally got that customer, what did you do? What did you see others do? I remember a salesperson that I worked with named Don. Don would literally have the customer move in with him. His welcomes appeared as if he was greeting a friend not seen in years. This customer would have an experience like no other. They would need to “pack a lunch,” because Don would meet with the customer for hours – not wasteful hours but quality time and the customer never complained. Don would get to know everything about the customers, their family, and what they wanted or needed. Don’s vehicle walk around would make the designing engineer blush. He would get in the trunk of the car to show the room and hang on the door to demonstrate the strength of the hinges. You name it; Don did it and did it very well – like it was his last customer or last sales opportunity. To the customer, it was an experience like none they had ever received.
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Much of my downtime is spent reading. I read whatever I can get my hands on – this year alone, I have consumed 16 and a half books. I typically stick to business, religion and philosophy. Nouwen, Trimble, Ries, Lencioni, Eldridge, Dyer, Manning – I like them all. I relate to them in various ways, some more than others. As such, some recent reads provoked me to reflect on, “Why we do what we do at ELEAD1ONE?” I could bore you with details about what we do and how we do it. I could describe the world-class infrastructure on which we run, the fact that we churn nearly 100 terabytes of data per day, or that this year we are on pace to reach over 3 billion page views. The fact that we process nearly 250,000 IOPS and have over four petabytes of storage with 800 terabytes of Tier 1 SSD disk, or 24 terabytes of Fluid Cache should be inconsequential.
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Five Fs for success

In a recent interview, I was asked how I became successful in the auto business. I thought for a moment and said, “Well, I’m not sure I consider myself successful yet.” After a bit of obligatory laughter, the question was reworded and I learned what they actually wanted to know: What is the best way to stay in a constant state of improvement? I gave a condensed answer that was authentic but brief, focusing on the fact that our business is one of the greatest in the world. In this business, you can be anyone, from anywhere, and regardless of your background you can become extremely successful and rise quickly with the right tools and support. I have seen it happen many times. We work in a great industry! Read More