We had a great discussion about improving the efficiency of your fixed operations at the online Presidents Club. We were joined by industry experts Keith Baker and Kevin Flounders.

Keith talked about the importance of building and maintaining relationships with your customers and getting the most out of every customer interaction.

Build relationships with your customers

“The dealers that are able to establish and maintain the strongest relationships with their clients are the ones that are going to win”. Mass texting campaigns are a great method to build relationships with your fixed ops customer today. These are pre-scheduled campaigns that dealers are able to send out to their entire customer base. These texting campaigns can be used in a variety of different ways and are effective in increasing retention and engagement.

Elements of a good fixed ops customer experience

With so much communication happening today, it’s important that your fixed ops messaging cut through the noise that your customers experience. Keith taught the four core elements that must be included in your CX to resonate with your customers. 

Personalization - To be treated like a human, not a number

Immediacy - Highly-responsive service

Consistency - A seamless experience across all departments

Anticipation - Ability to effectively predict and prescribe action customers

Fixed cost reduction

Kevin Flounders focused on creative ways that dealerships should be reducing fixed expenses and how this practice is a profit boost when times are good and a necessity for uncertain ones. Kevin compared fixed cost reduction to going on a diet. It’s not just about losing the weight, it’s about keeping the weight off. You should be reducing expenses in the long term, not just taking temporary reductions.

Kevin mentioned several specific expenses that your dealership should be evaluating. 

Cutting you fixed expenses is not a one-time project. You should continually focus on how you can make the most of your budget. Be persistent in following up with your vendors when negotiating your rates AND FEES. They are counting on you giving up. Now is a great time to get these expenses down. Vendors are very open to negotiation today and dealers should be taking advantage of this opportunity.

It’s not too late to catch Presidents Club. We will be having more working sessions each day this week that are free to attend. Learn more here.