We are handling unchartered territory right now when it comes to handling the processes on the dealer level. But that does not mean we have to cease communicating with both current and prospective customers. There are ways for your dealer to communicate effectively with both your staff and customers. Here are the top three things you can do.
Make Sure Your Online Appointment Services Are in Working Order.
Most dealers leave their third party tools on autopilot. Now more than ever, it is essential that your online forms are in working order. In addition to ensuring they are still relevant and practical. That said, I strongly encourage you to take a moment and use the form(s) as if you were the customer.
Another thing to consider is how these leads are being handled. Is your staff fully aware of how the appointments are to be handled? If not, I strongly suggest making sure that everyone who is working with the customer is aware of the new changes. In doing so, it eases the tension and frustrations on both ends of the spectrum. In which case, ensuring that you are still offering the customer a comfortable experience.
Social Media Posts. What Can Your Customers Expect? How Can You Give them Peace of Mind?
It is essential to make sure that both your customers and employees are aware of how you are handling service appointments, test drives, deals, etc. One of the most effective ways to channel these processes that are front-facing is to create short videos. Sure, you can send an email blast, BUT most inboxes are already being flooded at the moment. So rather than remain un-opened in an email inbox, take the time to create a video.
Update Your Google Business Page. Turn on Customer Messaging.
There was a great post the other day about both using and updating your Google Business page. In doing so, it will help keep your customers informed as to how you are handling the current situation. Not to mention, you can also create posts that inform your customer of everything from updated hours, and both your sales and service processes.
One other thing you can do is consider using a tracking line on your Google Business page. If the phone number is clearly listed on your dealer's website, Google will most likely approve that number. In doing so, you can have a better handle on how your calls are being handled. All to ensure that your customer(s) needs are being managed effectively.
Bottom Line: having the most up to date information readily available will offer assistance in streamlining your current processes. Namely, it can, in some cases, also provide your customers peace of mind as there might be an increased demand in both servicing and maintaining their vehicles. Lastly, remember, this is unchartered territory for both you and your customers. So if there is any way to make this easier for both of you, it can have a positive impact.