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Jared Hamilton
From: Jared Hamilton
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Ketty Colom

Ketty Colom Digital Marketing Specialist

Exclusive Blog Posts

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…

6 more reasons why we MUST move Techs to $40 to $50 an hour soon

6 more reasons why we MUST move Techs to $40 to $50 an hour soon

If you have followed my published articles in the past about retaining Techs (based on being a former dealership Fixed Ops Manager and my 17 years of r…

Auto/Mate Names Patrick Reilly as New Head of Marketing

Auto/Mate Names Patrick Reilly as New Head of Marketing

ALBANY, NY, UNITED STATES, December 5, 2016 /EINPresswire.com/ -- Auto/Mate Dealership Systems announced today that Patrick Reilly has joined its team …

Anyone can be a Bi-Lingual Salesman now

Anyone can be a Bi-Lingual Salesman now

I came across an article today on a piece of new technology developed by Waverly Labs.  It is an earpiece that translates between languages.  My …

Tips For Your Car Dealership Website

Tips For Your Car Dealership Website

The days of only advertising in the phone book for your car dealership are over. Having an online presence is now more important than ever before. The firs…

The Rise of Social Care

social media customer serviceAre you incorporating social media into your customer service strategy? If you’re not doing so yet, your customers are already doing it for you. “Customers are turning to social media for customer service, whether you want them to or not,” cautions NM Incite’s 2012 State of Social Customer Service Report. Dubbed “social care,” this trend is escalating rapidly. 

What did this report reveal?

  • Nearly half (47 percent) of all consumers surveyed by NM Incite have used social care.

  • Although rates are highest among 18- to 24-year-olds, social care is pervading even the oldest generations, with some 30 percent of those over age 65 having used it.

  • One-third of customers would prefer to engage with customer service representatives via social media rather than by talking on the phone.

  • Of those who tap into social care, just 37 percent say their issue was resolved quickly. And 10 percent say they never get a response from companies at all.


Now, let’s take a look at some best practices for your dealership when implementing customer service on social media channels:
 

  • Presence: be there for the customers when they need you.

  • Discussion: provoke interactions and build relationships.

  • Responsiveness: don’t make people wait for each answer.

  • Honesty: acknowledge your mistakes, show you deserve to be trusted.


 

One negative comment about your dealership on social media wipes out the effect of previous positive comments. Make sure your social care is meeting you dealership’s customer service level standards. 
 

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