Service Drive Service Drive
Learn why a new customer retention strategy should be adopted every year.
How do you stand amongst the competition? Are you highly favorable among your community? Let’s turn now to a conversation we had with Alexi Venneri, CEO of Digital Air Strike, who told me what strategies your service center needs to adopt this year View the video above to learn more. …
Are you overwhelming your customers?
Have you ever been to a restaurant and you felt completely overwhelmed by the amount of choices on the menu? Some times too many options is a bad thing. This can also be applied to the auto industry. Motivational Speaker Victor Antonio, talks about how to make customers feel more …
According to NCM Institute, you’re the real MVP it’s the Service Drive!
IIf you’re a sports fan, you know the line from Kevin Durant, “You’re the real MVP”, talking about his Mom. Well let’s think about a dealership’s MVP. Who would that be? According to Ncm Institute, it’s the Service Drive! If you thought it was sales, here’s why you’re wrong. The …
Leverage Your CMS And CRM To Understand A Service Customer’s Expectations Better
Regularly querying customers, coupled with your existing systems, are a powerful combination. BY MICHAEL ROPPO Understanding your customer’s needs, expectations and preferences is at the center of every successful dealership organization’s sales and service businesses. This is true regardless of whether a company sells its products and services directly to …
Why Fluid Maintenance Should Be Included In Every MPI
The truth about ‘lifetime fluids,’ and the bottom-line impact of including fluids in your inspections. BY ROB MCELROY New car sales may be the face of all dealerships but fixed ops generate approximately 60 percent of all profits. One of the most important tools or process within this department is …
You’ve Decided To Go With Quick Service Lanes; Now Make Them Really Deliver
Take these steps to ensure the promise of express service strikes the right chords with your customers. BY RICH HOLLAND It should come as no surprise that the biggest challenge your dealership service department faces today is customer defection to the ever-encroaching aftermarket shops and chains. There’s a simple reason …
Service Managers Shouldn’t Train On Inbound Phone Skills But Should Insist On Following Basics
You can at least police for politeness, speed of response and professionalism with customers. BY MICHAEL ROPPO The telephone remains a dealership’s lifeline to influencing service and sales business performance. As a service manager, you already know (or at least suspect) that customer service telephone technique is critical to your …
Fixed Ops And BDCs: Why Not Use Them For Outbound Calls, Too?
Service departments need a variety of outreach on which a well-managed BDC could prove helpful. BY CHUCK WENZLER Business development centers (BDCs) are not, of course, a new concept. Dealerships have used them for years to assist in driving sales and growing the variable side of their business. However, only …
No Reservations Taken For Your Quick Service Work? Rethink That Policy
The ability to avoid bottlenecks and keep customers happy trumps the ‘No appointment needed!’ marketing pitch. BY JOHN FAIRCHILD Quick service lanes have been quite the hot trend in the dealership world for the last 10 to 15 years. Many manufacturers have launched quick oil change programs in their dealerships …
Five Reasons Why A Service Advisor Can Get Fired
Treat them as five areas in which to excel and manage your career. BY JEFF COWAN It is no secret that a service advisor holds one of the toughest, if not the toughest, jobs in a dealership. No other employee has as much contact with customers or as much impact …