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Service CRM

The Three-Part Growth Equation to Their Success 

This article was originally published in Dealer Service Magazine

In November 2017, New Smyrna CJD moved into a brand new facility in New Smyrna Beach, FL. Built with the service customer experience in mind, the design is in stark contrast to the store’s old facility — and most other dealerships — which were built to optimize sales.

Before the move, General Manager Jack Holcomb identified service as one of the areas with the most potential for revenue growth. “My goal moving into this store was to double my service revenue,” he said. Read More

The benefits of having a mobile check-in and MPI process in the service department have been widely confirmed. You’ve probably heard all about the three “T’s;” specifically transparency, timing and trust.

However, one of the biggest unsung benefits is the considerable increase in the usage of the “declined service” op codes. Customers declining service is nothing new. But, a mobile service process makes it easy for you to reach out to recent customers so you can recover that lost revenue. Dealerships that are effective at this process see anywhere from 10 percent of declined services brought back within seven days and up to 25 percent of declined services brought back within a month.

What would that mean to your bottom line? In a larger-than-average dealership, you could discover that you have $400,000 in declined service work every month, and be able to bring back $100,000 of that revenue.

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Top_3_Summer_Service_Marketing_Campaigns

It’s summertime, summertime, sum, sum, summertime…well, almost. Millions of families are planning their vacations, and according to AAA Travel, more than 80 percent of people surveyed say they are planning a road trip this summer. For dealers, summer time presents the opportunity to increase customer-pay ROs and revenue. Roll out your effort to insure a safe summer travel season with effective summer service marketing campaigns. Read More

Message_Received_Text Messaging_and_Service_Customer

High in demand but seldom offered as a communication option for customers, text messaging can bring added opportunities to increase loyalty through every phase of the service customer journey.  It is an easy win if implemented and used the right way.

The 2017 J.D. Power Customer Service Index Study revealed that 41% of Generation X and Y customers prefer texting as a way to communicate with a business.  Service departments have been sluggish to meet the ever-growing demand of providing customers with the opportunity to engage via text communication.  More startling  – the same study shows that only 3% of automotive service departments connect with their customers on their preferred channel of choice –  text messaging.   

Texting and Your Service Department

Why are service managers still skittish about adopting texting for their service advisors and technicians?  Some service managers contend that texting will trump the actual verbal communication we are used to.  While brief text messages offer quick responses – the perception remains that brevity can lead to misunderstanding.  For every long verbal pause that opens the door to further oral discussion where tone can be detected –  a short text response can be misconstrued as dismissive and interpreted as an immediate “no.” Read More

Scott_Clark_Toyota_Service1One

When the team at Scott Clark Toyota began searching for an innovative service drive technology that would provide a competitive edge in their Fixed Operations department, the team turned to ELEAD1ONE for a solution that could handle their hefty customer load and growth opportunities.

As one of the nation’s most profitable Toyota dealerships, Service Director David Blackburn turned to the Fixed Operations consultants at ELEAD1ONE to chart a plan to create the best customer experience in the Charlotte, North Carolina metro area.

The goal – to streamline the communication between service technicians, the parts desk, and most of all with their customers. The dealership also wanted to add accountability to their Multi-Point (MPI) and Additional Recommended Services (ASR) processes.

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Service Department Opportunity

We’ve all heard the forecasts: new vehicle sales are slowing, and the latest predictions for 2018 are that sales may drop to 16.7 million vs. an estimated SAAR of 17.1 million this year.

I suppose weakening demand could be interpreted as bad news, but a 2.3 percent drop in sales is hardly going to cause any dealers to tighten their belts. Still, if your business isn’t growing, it’s shrinking, and who wants shrinkage? If you’re not growing and defending market share, someone else is.

The good news is you don’t have to rely on new vehicle sales demand to grow your business. Do me a favor and walk over to your service department. Stand there and listen for a moment. That knocking sound you hear is opportunity. Read More

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