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Jared Hamilton
From: Jared Hamilton
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Exclusive Blog Posts

5 Ways to Upsell Without Sounding Like a Pushy Car Sales Rep

5 Ways to Upsell Without Sounding Like a Pushy Car Sales Rep

One of the keys to making a profit is the upsell. If you want to claim a heftier commission, upselling is a necessity. However, upselling is an art that sa…

Most Valuable Insight Finalist - Jim Roach

Most Valuable Insight Finalist - Jim Roach

Using Artificial Intelligence to Prioritize Customer Engagement If only one salesman came to work today, what is the first opportunity he should act upo…

Stop Looking at CRM Lead Duplication Negatively

Stop Looking at CRM Lead Duplication Negatively

During some recent conversations, I’ve discovered that dealerships continue to mistakenly perceive CRM lead duplication badly. I strongly believe we …

Don’t Just Sell, but also Retain CPO Buyers

Don’t Just Sell, but also Retain CPO Buyers

By Ryan Williams, president, Fidelis PPM Customer loyalty does not necessarily translate into repeat business for your auto dealership. What drives meas…

2017 Presidents Club Insights - Patrick McMullen

2017 Presidents Club Insights - Patrick McMullen

Listen to what Patrick McMullen from MAXDigital has to say about the future of automotive, what dealers can do today to prepare, and how DrivingSales Presi…

Crisis Management: What’s your game plan?

Recently our industry was rocked by a vendor update that just about shut down the inventory update process for dealers, 3rd party inventory sites, and website providers a like.  If we’re being honest, some of us are still reeling from the effects.

I’ve worked on the digital side of the automotive industry for five years and in that time things have not always gone as planned.  It happens and sometimes no amount of preparation can anticipate the end result. The game changer when things go wrong is how you handle that imperfect scenario.  Having a crisis management plan in place can be the difference between strengthening a client relationship and killing it.

Take a second and imagine the worst-case scenario for your business.  If this happened tomorrow are you prepared for it? If your answer is no then its time to build a game plan. 

If you’re not sure where to start, here are a few pointers for a successful crisis management plan:

-Keep your staff INFORMED of all updates.

WHY? Broadcasting a consistent message keeps confusion at a minimum.

-Set a TIMELINE for notifying your customers and stick to it.

WHY? If customers know to expect an update every hour, it will keep your lines of communication clear.

-ANSWER the phone every time it rings.

WHY? It shows you care, you’re aware, and you’re working on a solution.

-LISTEN to customer concerns.

WHY? Because it reaffirms that you value their business.

-Be HONEST.

WHY? Transparency is the best policy and it’s easier to keep track of the truth.

It might all seem like common sense, but having a handle on those few points above can make a world of difference when it comes to managing an imperfect situation, whether its on the dealership level or as a vendor. If you ever need them and you’re prepared, your customers will thank you.

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