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Jim Flint

Jim Flint Founder & CEO

Exclusive Blog Posts

Is the Service Department Keeping Customer Data Secure?

Is the Service Department Keeping Customer Data Secure?

A quick visit to the dealership for an oil change isn’t exactly the riskiest behavior someone can engage in. The routine procedure should do noth…

Evolution of a Dealership's Fixed Operations with Dave Foy | KPI Cafe Season 6 Episode 1

Evolution of a Dealership's Fixed Operations with Dave Foy | KPI Cafe Season 6 Episode 1

To kick off our newest season that's all about your dealership's fixed operations, Host Dane Saville is joined by the Fixed Ops Mastermind Dave Foy…

WEBINAR RECORDING - Five Ways to Grow Your Profits in the Second Half of 2020

WEBINAR RECORDING - Five Ways to Grow Your Profits in the Second Half of 2020

Discover strategies to identify and capture additional profit on every car deal. After months of uncertainty, we are seeing dealerships open their do…

Rock’s Rants: Purchase Orders

Rock’s Rants: Purchase Orders

Does your dealership have a purchase order (PO) system? Often when I ask this question in dealerships the answer is, “Sort of.” When I dig deep…

Even Loyal Dealership Service Customers Buy Tires Elsewhere

Even Loyal Dealership Service Customers Buy Tires Elsewhere

It’s widely known that dealerships still have a lot of ground to make up when it comes to selling tires. According to Modern Tire Dealer, auto dealer…

Three Tips in Three Seconds: Speed Matters

The biggest driver of customer satisfaction today is speed.

As many have heard by now, the attention span of goldfish is 9 seconds. Human beings are down to 8 seconds. With smart phones and the associated instant gratification, attention spans are decreasing.

According to Google, customers leave a website if the page does not load within 3 seconds. Facebook advises us to tell our Facebook stories within 3 seconds, without sound, in a vertical orientation to capture the customer’s attention. That’s a lot to do without much time to do it.

The saying used to be "only the strong survive.” When did fast become the new strong?

The longer the wait, the greater the dissatisfaction. Delayed gratification exited stage left, and fast smartphones sit front and center.

What are you to do with this as consumers wait on your showroom floor or sit on your service drive? At the dealer level there are at least three things you could consider doing to speed up your customer experience:

1. Feed the speed monster. Give your customers a clean Wi-Fi experience. No secret passwords. Then routinely test the download and upload speeds via a free app like Speedtest by Ookla to ensure they are working. Post the scores. Keep pace with your bandwidth utilization.  Entertaining their children with iPads and streaming movies is a big win for parents.

2. Manage expectations without lowering them. If the customer thinks the oil change will be done in 30 minutes and it takes 45, the experience will be a poor one. CSI surveys as well as reviews will reflect the disconnect.

Just this morning on a flight from San Francisco, the Starbucks’ barista advised the customer behind me, “The food order could take 9 or 10 minutes.” When the customer got the food back in 5 minutes, he was ecstatic, “Great job! You got the food to me in five minutes!” At first, the barista didn’t understand the customer’s reaction until he repeated, “The food order could take 9 or 10 minutes” and continued expressing his appreciation. Editor’s Note: No! Jim was not the customer.

3. Track the time. Automotive retailers are operational masterminds, but when was the last time their service drive tracked the time it took for same day repairs? Somewhere short of handing customers stopwatches, we can know better by measuring and then shifting the amount of time it takes.

Start by knowing your daily repair order counts, express and main lane, and sales numbers for used and new. Then look into the hourly impact. Connect this with a quick staffing level assessment to determine if you have the highest staffing levels at peak customer times. You’ll likely find some opportunities for better deployment of your staff, which will help speed your customer through your sales process.

Even after implementing these recommendations for your dealership you’re still likely not moving fast enough for today’s consumer.

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