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Jared Hamilton
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Jim Flint

Jim Flint Founder & CEO

Exclusive Blog Posts

Are Your Techs Ready for Electric?

Are Your Techs Ready for Electric?

Flick on the television today and you get cars coming up in two different scenarios. The first is with commercials, telling you all about the new featu…

iscover the Details to Effectively Run a Fixed Operations Department | KPI Cafe Season 6 Episode 5

iscover the Details to Effectively Run a Fixed Operations Department | KPI Cafe Season 6 Episode 5

Ed Roberts, who leads the fixed operations for Bozard Ford Lincoln, joins the KPI Cafe to cover a host of topics that can help any dealership increase the …

Is Your CRM Work-Flow Holding You Back?

Is Your CRM Work-Flow Holding You Back?

There is not a lot of flexibility when it comes to customizing a work-flow in many of today’s CRM’s. Where in many cases the standard work…

The Follow Up Email

The Follow Up Email

In a perfect world, the customer would answer their phone on the first call. But that’s not always the case. If the customer doesn’t answer the…

The Case for a Simplified Service Invoice

The Case for a Simplified Service Invoice

As a service advisor, one of the most consistent complaints I ever received was not about fixed first visit issues, nor was it about being overpriced. …

Welcome Center vs Detention Center : Dealer Websites

Here’s the challenge. Is your website a Welcome Center or a Detention Center?

My reasoned hypothesis – unless you’ve done a recent, major overhaul is that it’s a detention center.

A Detention Center is defined as -- a jail or prison, a facility in which inmates are forcibly confined and denied a variety of freedoms.

So shut down your laptop, turn off your 50” dual screen monitor and go to your website via a smartphone and think about what’s happening –from a customer perspective. Or even ask them.

Here’s what I believe is compromising our operational execution--so much energy has gone into lead forms left, lead forms right and lead forms center. Lead forms for cars. Lead forms for price. Lead forms for service.

Lead forms even for test drives?

Take test drives for a moment. Customers can schedule flights on apps, but we want a customer to submit a form to schedule a test drive?!?

The majority of these forms don’t satisfy a scheduling requirement. They just send an email to the dealership's CRM. If that’s the case at your dealership, it’s time to re-think your internet service provider and what operational, advertising commitments you’re trying to execute on your website.

So, if you’re also not actually able to schedule service appointments, then you really are confusing what you want with what the customer wants to do. And that’s a huge disconnect in a world where people can use the same Amazon App to watch shows like Jack Ryan or to have groceries dropped off at their house.

The pursuit of form fills—despite customer dislike—creates a Detention Center experience. It's time to start building Welcome Centers for our customers.

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