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Joe Tareen

Joe Tareen Head of the Service Drive Equity Desk

Exclusive Blog Posts

The Recruiter: Episode 4- People Use Google to Find Jobs

The Recruiter: Episode 4- People Use Google to Find Jobs

How to title your help wanted ad so it gets found on the internet. Please use Google in their job search. Use what people call themselves on their resu…

* The Recruiter* Episode 3 Law of Diminishing Return

* The Recruiter* Episode 3 Law of Diminishing Return

When do you hire and how many? what are you basing your decision on? Don't decide by how many desks you have or that's what you normally run with. …

Lenders must lend or drivers won't drive

Lenders must lend or drivers won't drive

In my opinion, sub prime customers are being considered more risky by the lenders that once targeted them. Even traditional co-signers are proving not to b…

4 Reasons to Improve CRM Utilization in 2017

4 Reasons to Improve CRM Utilization in 2017

Yes, dealers are creating a tremendous amount of data. The problem is, most of it is junk. Data is like this 1958 Tops Baseball Card complete set. You have…

Your Car Repair Shop Should Appeal To Parents Whether It is At a Dealership or Privately Owned

Your Car Repair Shop Should Appeal To Parents Whether It is At a Dealership or Privately Owned

Running an auto repair means that you have to take care of all kinds of details including scheduling, discipline, and customer service. Giving a customer t…

What Do Service Customers Want From a Car Dealership? Spoiler Alert!!!

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What do service customers want from car dealerships? I asked myself and the introspection resulted in series of thoughts below:

  1. Service customers want their questions answered.
  2. Service customers want their problems solved.
  3. Service customers want convenience above all.

In other words service customers want car dealerships to meet their expectations and meet them at customers’ own terms.

Today’s retail automotive space has become a highly competitive marketplace. Every single sales or service transaction has to be earned and a new car dealership must clearly differentiate itself from the rest of the competition. With proliferation of companies like TrueCar and RepairPal the industry has finally opened up to the fact that price competitiveness alone cannot be the only differentiator. Commoditizing a new car purchase or commoditizing maintenance and repair sales is not only bad for business but in the long term the quality of the end product delivered to consumers also suffers.

OEMs and New Car dealerships must innovate and focus on making the customer experience the hallmark of their business goals. If you take care of customers and make them feel special the money will follow. It will not happen overnight and that is why it requires a long term commitment to customer experience excellence. It will take buy in from every single level of the organization from top to bottom. From OEM executives to dealer principals to general managers and all the way down to the service porters, every single player should be executing from the same playbook. The new mission statement for each dealership should be to not just meet but exceed customer expectations. It won’t be as easy as walk in a park on a breezy autumn afternoon, but with iterative, steady and progressive steps one can set new car dealerships sailing in the right direction.

Thomas A. Edison once said “opportunity is missed by most people because it is dressed in overalls and looks like work”.  So here is the opportunity, let’s dress up in overalls and get to doing the hard work that is necessary to achieve customer experience excellence. Let’s start with Fixed Operations which I believe is the center piece of customer retention efforts hence customer experience excellence is paramount here.

So let me flip the proverbial script and turn to you now and I ask: What concrete specific steps would you take if you were given the opportunity to not just meet but exceed customer expectations for a new car service department? I urge you to contribute even if you have just a single word to say.

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