Happy National Telephone Day! 📞

In the world of automotive sales and service, the power of a phone call can’t be overstated. It’s not just about the ring; it’s about building relationships, providing personalized service, and driving success—one conversation at a time.

In today’s digital age, a phone call is a personal touch that shows we truly care about our customers’ needs. Whether it’s a follow-up on a service visit, checking in after a test drive, or offering the latest promotions, each call we make is an opportunity to steer toward trust and satisfaction.

So today, let’s celebrate the device that keeps us connected to our community and clients. Because in the fast lane of retail automotive, the right call at the right time can make all the difference. 🚗💨

In the fast-paced environment of automotive dealerships, the Business Development Center (BDC) has emerged as a crucial player in managing customer relationships and driving sales. BDC agents, often the unsung heroes of dealerships, meticulously track every interaction with customers, whether it be through phone calls, emails, chat, etc. This data is demanded to be diligently recorded on multiple platforms such as Customer Relationship Management (CRM) systems, Dealership Management Systems (DMS), scheduling tools, OEM tracking programs, countless shared spreadsheets, and other platforms, ensuring a seamless and personalized customer experience. 

I’ve been lucky enough to build BDCs from the ground up and also to come into established BDCs to help make improvements wherever possible. If there’s one thing that I see far too often is the glaring discrepancy in how different departments within the same dealership approach accountability and the use of communication tools like CRM systems. This disparity raises pivotal questions about efficiency, customer satisfaction, and ultimately, sales performance.

The Accountability Conundrum

Why is it that sales teams, equipped with the same tools and capabilities as BDC agents, often fall short of maintaining a reasonable level of record-keeping? Despite having access to CRM systems that can significantly enhance customer interactions and sales outcomes, the adherence to rigorous tracking is not uniformly enforced. This discrepancy is even more perplexing considering that sales department personnel typically command far higher salaries compared to their BDC counterparts, who are often on the lower end of the wage spectrum. Is it time to rethink how accountability standards are applied across departments?

The Potential of Unified Standards

Imagine the transformative impact on dealership sales if the same rigorous standards applied to BDC agents were adopted by sales teams. By holding salespeople to the same level of accountability, dealerships could unlock a wealth of data-driven insights, leading to more informed sales strategies, improved customer targeting, and ultimately, higher sales volumes. The question then arises: When will dealerships start holding salespeople to the same standard as BDC agents?

Enhancing Customer Satisfaction Through Detailed CRM Notes

The benefits of comprehensive record-keeping extend beyond sales figures. Detailed notes in the CRM is proven to significantly improve customer satisfaction. Wouldn’t it be great to never again have a customer feel they aren’t being heard? By having access to a customer's complete history, sales teams can provide personalized experiences, anticipate needs, and resolve issues more efficiently. This level of attention to detail fosters trust and loyalty, which are critical components of customer retention and word-of-mouth marketing.

As the automotive industry continues to evolve, the need for cohesive and accountable use of CRM and other systems across all dealership departments becomes increasingly apparent. It's time for a paradigm shift that recognizes the value of uniform accountability standards. By bridging the accountability gap between BDC agents and sales teams, dealerships can enhance customer satisfaction, streamline operations, and drive sales to new heights. The question remains: Are we ready to embrace this change?

To be clear, my thoughts on inconsistent accountability don’t apply to every single store out there, but I think most managers who have worked at multiple stores would agree it is far too common. I also want to give a big shoutout to folks like Norma R., Kevin H., and Eric F. for doing things the right way with their own teams and trying to lead up to influence those around them.

Please engage with me in the comments below: How do you think better CRM utilization could transform your dealership's performance and customer satisfaction?

AI: What is it good for? Absolutely... some things.

Amidst the whirlwind of digital transformation and the pressing need to meet evolving customer expectations, automotive Business Development Centers (BDCs) are increasingly turning to AI tools as a potential game-changer. These tools, from chatbots that offer 24/7 customer service to AI-driven analytics for personalized marketing strategies, promise to rev up efficiency and drive customer satisfaction to new heights. However, as we steer into this AI-enhanced future, it's crucial to pump the brakes and ensure we're not sacrificing the quality and authenticity of our communication in the fast lane. As you've heard me say time and time again, "High technology requires a high touch."

AI Integration: A Turbo Boost with a Caution Sign

The allure of AI in automating repetitive tasks, analyzing vast amounts of data for insights, and even engaging with customers through chatbots or virtual assistants is undeniable. It offers a pathway to scaling operations and delivering a more tailored customer experience without the need for constant human intervention. However, while AI can process and respond at lightning speed, it still lacks the human touch — the empathy, understanding, and genuine connection that can turn a standard customer interaction into a memorable one.

Keeping a Watchful Eye: Ensuring Quality and Authenticity

As automotive BDCs embrace AI, it's imperative to maintain a hands-on approach to monitor and guide these AI interactions. The goal is to ensure that the AI tools are not just efficient but also accurately reflect the brand's voice and values. Regular and ongoing audits of AI communications and customer feedback can help maintain the balance between automation and authenticity.

Moreover, it's essential to remember that AI is a tool, not a replacement for human interaction. There will always be situations where a customer's concern is too complex or sensitive for AI to handle adequately. In such cases, the ability to seamlessly transition the customer to a human representative who can offer the empathy and understanding that AI lacks is crucial.

The Road Ahead: Navigating AI with Responsibility

As we navigate the integration of AI tools in BDCs, the key is to drive forward with caution and care for our customers. It's not just about leveraging AI for efficiency but doing so in a way that enhances the customer experience without compromising on the personal touch that builds trust and loyalty. By keeping a close eye on AI's performance and ensuring it aligns with our intended message and brand values, we can harness the power of AI to enrich customer interactions while keeping the human element at the core of our operations.

In the end, the journey towards incorporating AI into auto BDCs is not about racing to adopt the latest technology. It's about carefully selecting the right tools, constantly evaluating their impact, and ensuring they contribute positively to the customer experience and the brand's reputation. With a thoughtful approach to AI integration, automotive BDCs can navigate the challenges of today's market while setting the pace for the future of customer engagement in the automotive industry.

I want to also leave you with this... I asked ChatGPT the following question: In 50 words or less, do you think AI can do as good of a job in customer service as any human could? This was ChatGPT's response: AI can enhance customer service efficiency and handle routine tasks effectively, but it lacks the empathy, creativity, and nuanced understanding of human agents. For complex, emotional, or unique situations, human agents outperform AI, making the ideal approach a blend of AI's efficiency with human empathy and adaptability.

I would love to hear your thoughts so be sure to comment below. And I realize now that I should have written this before most of you went to NADA and signed up for every AI tool you could find. haha

J.D. Mixon

DrivingSales

Critical Google Email Updates

As we step into 2024, the world of email communication is evolving. Major players like Google and Yahoo are introducing new rules to make emails safer and more reliable. These updates, which will start in February 2024, are all about verifying who's sending emails and cutting down on spam; something we can all get behind. But be careful not to let your marketing get LEFT BEHIND! 

You need to get ready for these changes now. Being proactive means you won't be caught off guard when the new rules kick in. You need to get with your IT professionals or marketing teams to help you navigate these updates. If you've already set up DKIM and DMARC, you're in the clear – these changes won't affect you. I still recommend confirming all necessary settings are properly configured. 

Let's break down what's happening

Google's New Rules

Google and Yahoo are making it mandatory for all email senders, especially those who send lots of emails, to follow certain best practices. This includes authenticating emails and preventing spam. These changes aim to make sure emails reach their destination, build trust, keep out of spam folders, and maintain a good sending reputation. This isn’t only for marketing emails. It’s for every email you send - CRM, service updates, marketing, etc.

Gmail's Authentication Requirement

A big part of Google's new rules is email authentication. You'll need to set up DKIM (DomainKeys Identified Mail) and have a basic DMARC (Domain-based Message Authentication, Reporting, and Conformance) record. This is super important for people who send a lot of emails. But don't worry, if you've already done this, you're all set. If you haven’t get it done ASAP.

Switch to Your Own Domain

Instead of using @gmail.com addresses, it's better to use an email address from your own domain. This helps with the new authentication and spam rules. I don’t know of a dealership out there that doesn’t have their own domain, but not all use it for their email. If you aren’t using your domain for email yet, now's a good time to start.

Keep Spam Complaints Low

Google will be keeping an eye on spam complaints. Try to keep these under 0.1% to stay in line with their new standards. Don’t over-email or unintentionally spam customers. 

Understanding DKIM and DMARC

What's DKIM?

DKIM is like a digital signature for your emails. It proves your emails are genuine and protects them from being tampered with.

Why DKIM?

Using DKIM builds trust with email providers and recipients, helping your emails land in inboxes, not spam folders.

What's a DKIM Record?

It's a digital key in your email, like a unique seal, showing that your email is real and secure.

How Does DKIM Work?

DKIM uses two keys to verify emails. It's like a secret handshake that ensures your email is authentic and unchanged.

What's DMARC?

DMARC is like a security guard for your emails. It tells email services how to handle emails from your domain, ensuring only genuine emails get through.

Do You Need DMARC?

Yes, especially with the new Google and Yahoo rules. It protects your domain from misuse and keeps your emails trustworthy.

How Does DMARC Work?

DMARC works with DKIM and SPF, checking your emails are from an authorized source and unchanged.

DKIM for Low-Volume Senders

Setting up DKIM is beneficial for all senders, regardless of volume. It improves your open rates and reputation.

High-Volume Senders and New Domains

High-volume senders should transition to using their own authentication. This might be a bit bumpy at first, especially with a new domain, but it's crucial for long-term success.

Frequently Asked Questions

Who's Affected?

All email senders, but bulk senders will feel it more. 

Does Sending Volume Matter?

While Google mentions a 5K daily limit to identify bulk senders, there's no safe zone. All senders should follow the new rules.

What If You Don't Comply?

Google and Yahoo might start blocking your emails, which could hurt your reputation and email marketing success.

Can DrivingSales help me make these updates?

Although we are always here to support dealers, these updates will need to be handled by your typical IT professionals. You can, of course, reach out to us with any questions. 

What if I don’t have an IT professional to help me?

Speak to your marketing team or vendor. They may be able to assist. Be careful to only work with someone knowledgeable about these types of updates.

If you have any other questions, feel free to reach out to our team and we will do our best to point you in the right direction. Good luck and good selling!