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From: Jared Hamilton
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Anne Fleming

Anne Fleming President & Car Buying Advocate

Exclusive Blog Posts

Tips For Your Car Dealership Website

Tips For Your Car Dealership Website

The days of only advertising in the phone book for your car dealership are over. Having an online presence is now more important than ever before. The firs…

4 Million Views In One Week - Here's How We Did It

4 Million Views In One Week - Here's How We Did It

Thanksgiving Eve.  Turkeys were being prepared to go in ovens.  Drinks were being poured.  And we were preparing to launch a video that we k…

Becoming an ACTIVE leader 101

Becoming an ACTIVE leader 101

Today’s workforce needs immediate feedback, constant counseling and suggestions to maintain motivation and focus on the current goal. The days of bei…

90 Day Boot Camp - Revolutionary, New Sales Training for Automotive Dealers

90 Day Boot Camp - Revolutionary, New Sales Training for Automotive Dealers

Imagine your salespeople starting each day with the most important sales training program available? With The Mar-Kee Group’s new, revolutionary 90 Day B…

Fixed Ops Marketing - Traditional Or Digital?

Fixed Ops Marketing - Traditional Or Digital?

Are mailers just as good or better than digital advertising? That was a question up for discussion recently. The notion that our customers become desensiti…

The 6 Factors That Impact Where Women Get Their Car Serviced

With this Women’s Wednesday we will focus on the Service Drive at your store.

51bf019aea95275a9d54baf8f93f4476.jpg?t=1Women buy a car about once every 6-7 years, but they visit the service lane several times a year. The good news? This is where on-going loyalty is developed. The not-so-great news is that 42% of women report they no longer go to the service department where they purchased their vehicle. And, you will never know it is their LAST visit, because they may smile, pay the bill, and never say a word, even though they have made up their mind not to return. As the Big Data Authority on women's dealership experiences, the top 6 reasons are:

  1. Not satisfied with the experience
  2. Did not like the way they were treated
  3. Inability to get the problem fixed to their satisfaction
  4. Cost to service the repair
  5. Hours + Location not convenient
  6. Lack of concierge services
DID YOU KNOW?
While 79% of women would recommend the service department to friends and family, less than two-thirds report not receiving follow up communication. Are you and your web provider optimizing platforms to provide educational tips and stay connected with your customers, post visit? Stay in touch by being her trusted advisor 365/24/7 – not just the 3 days a year she is in your store. How? Visit here.

Increase loyalty by paying attention to the little things, like:

  1. Provide Ultimate Respect: Provide respect+treat women graciously every single visit. This builds rapport, trust and loyalty.
  2. Key Concierge Services: The #1 requested concierge item from women is a courtesy car. This shows you understand the inconvenience when the car is undergoing maintenance and repair overnight. Services like Wi-Fi/TV, café and play area for children also help deliver a quality dealership experience while women+families wait.
  3. Best Ear Forward: Your top listeners are the Service Advisors - or, should be. Why? To hear what women are saying and not saying. Your best listener behind the service counter makes female customers more comfortable to ask questions concerning repairs and, when triggered or upset, provides a space to problem solve and get the issue handled and move on.
  4. No Threatening CSI “Requests”: Careful about strong-arming your clients with comments that sound intimidating regarding CSI, like: “Leave all 5’s or call us first before submitting”. This can sound completely inauthentic and uneasy to women.

For the Top 2014 Brand as Rated by Women when Servicing their Vehicles, click here.

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