Tag Archives: Fixed Ops

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

Service Department Marketing

To most consumers, the service department is an area of the dealership that is “off limits,” inconvenient, and intimidating. Add in the fact that most vehicles today are so complicated, the average person has no idea of the inner workings of even the most ordinary things. Dig deeper into the fine points of service department marketing with ELEAD1ONE Partner Bill Wittenmyer in the August issue of Dealer Marketing Magazine.

Bill offers his decades of insight into what dealers can do to maximize the potential of their Fixed Ops department.

  • The most common complaint customers have regarding fixed ops today
  • The most overlooked investment in marketing your service department in the digital space
  • The single most important thing dealers can do to ensure customer retention and loyalty

For more insight into the multi-channel approach in marketing your Service department, read the full article here:  Dealer Marketing Magazine Article