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Bill Wittenmyer

Customer Experience

As a seasoned road warrior, I don’t always look forward to the next airport, cab ride or hotel destination. There are definitely some aspects of traveling that are forgettable. However, over the years I have developed a list of favorites, as in favorite restaurants and hotels to visit.

When I walk into these places, I am immediately greeted like an old friend. They know my name, they know what I like and everything is ready for me. The service is authentic, meaning it feels real. I believe the employees in these establishments are genuinely happy to see me (if they aren’t, they sure do a good job pretending).

When I have a great experience somewhere, I will also sign up for its email list. Not only do I sign up for it, but I will actually open the emails to see if there are any special offers being promoted the next time I visit that hotel or restaurant. If there aren’t, that’s okay. I choose to go there anyway because of the experience.

Think about your service experience. When a customer pulls into your service lane, are they immediately greeted like an old friend, or are they ignored for several minutes because your service advisors are too busy helping other customers? Read More

Dealership's Most Important Person

Who is your dealership’s most important person? Every time I ask this question I get different answers ranging from the dealer, to various members of management, or even that top salesperson tearing up the sales board, but very rarely – if ever – do I get the right answer.

Why? Because most don’t even think about this employee who is typically the lowest paid, perhaps youngest, and, to top it off, is quite often a part-time employee.

Your Dealership’s Most Important Person (Drumroll, please)

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Communication_glue_teams_together

One very important thing some leaders fail to realize is that communication is the glue that holds teams together. Too often managers get so caught up in administrative tasks, reports and other duties they tend to ignore their team. As a result, team members feel left out and ignored, perhaps even unimportant.

And, while that same manager can send a million emails, text messages, Slack messages, and every other form of communication available using today’s digital technology, their team can still feel left out and disconnected, regardless of how many messages are sent. 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.

 

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