Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Industry Press Releases

Industry Press Releases Industry Press Releases

Exclusive Blog Posts

Keeping Up with the Joneses in Quick Lube

Keeping Up with the Joneses in Quick Lube

More than half of all sales customers will abandon your dealership’s service department in the first year. It’s a widely varying statistic &nda…

It Has Never Been Easier To Be Average

It Has Never Been Easier To Be Average

It has never been easier to be average. This post was written by Jay Acunzo, who will be speaking at the upcoming DrivingSales Executive Summit in Octob…

Lose a Sale, Save a Life: When a Test Drive Tests the Legal DUI Limit at Car Dealerships

Lose a Sale, Save a Life: When a Test Drive Tests the Legal DUI Limit at Car Dealerships

Seasoned car dealers and sales professionals are true masters of relationship marketing.  A vehicle purchase is an important decision for consumers, a…

7 Attitude Tips to help you Succeed in the Car Business

7 Attitude Tips to help you Succeed in the Car Business

I have found that one of the greatest traits of all the best salespeople to ever sell is a positive attitude. I experience it first hand in my own life, …

How Well Are Your Digital Campaigns Really Performing?

How Well Are Your Digital Campaigns Really Performing?

You’ve probably noticed by now that we live in a world of multi-channel marketing. Customers are researching products and services online using multi…

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.

 Unlock all of the community & features  Join Now