Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Richard Holland

Richard Holland Managing Director

Exclusive Blog Posts

Design: The Driving Factor Behind Showroom Sales

Design: The Driving Factor Behind Showroom Sales

Many factors go into creating a successful showroom. While often overlooked, design plays an essential role in the customer experience and overall success …

5 Reasons You Should Seek Out Consumer Generated Content

5 Reasons You Should Seek Out Consumer Generated Content

It may seem like a good idea to always be the one writing about your dealership, but in reality consumer-generated content is as important, if not more so,…

DealerRater Reviews now Available on Cars.com

DealerRater Reviews now Available on Cars.com

DealerRater pushed a press release today that they have pushed reviews to the Cars.com Platform. According to the press release, this is about three millio…

Why Should You Attend NADA 2017

Why Should You Attend NADA 2017

As you investigate the possibility of attending NADA in New Orleans this year, you might be questioning the benefits of attending. It’s possible that…

The Most Wonderful Time of Year for Luxury

The Most Wonderful Time of Year for Luxury

It’s that time of year again: lights line the houses, the air is brisk, and luxury manufacturers are trying to make sure their vehicles are the best …

The Transformation of Customer Service

Our philosophy at MPi centers on using technology to increase efficiency and generate more revenue for the dealership, while ensuring a better customer experience and an increase in customer retention. However, sometimes it’s the small things that contribute to this effort.

A recent article in Fast Company detailed a global survey in which customers are increasingly expecting more automation and greater access to information. They specifically desire self-service solutions for access to data or customer service. While this trend is more seen overseas than it is here in the U.S., it still exists.

In any service industry the ability to provide detailed information to a customer at a moment’s notice is imperative. Customers no longer have the patience or time to wait on hold for answers to their questions. Businesses that cannot provide timely information in a manner the customer can understand will experience greater customer dissatisfaction.

“Consumers expect companies to keep improving their level of service. They want their questions answered and problems solved in a timely, friendly and efficient manner. Consumers have a strong aversion to having to contact a company several times or sharing the same information more than once,” the article states.

Any business that fails to provide this level of service will suffer customer attrition as customers will choose to take their business elsewhere.

How long does it take you to update a customer on the status of their vehicle being serviced? What kind of communication processes do you have in place to notify customers of additional recommended service? How much time are your employees spending running around getting answers to these questions?

In the age of instant information, customers want immediate access to information about their vehicles.  The ability to quickly communicate requested information is something they will appreciate. It will also increase their customer satisfaction levels.

The service department is, first and foremost, service based. It’s easy to forget that small, but important, detail. With all the communication tools available nowadays – e-mail, text, phone, social media, and the Internet – the very definition of customer service is changing.

Any dealership that wishes to stay ahead of the competition needs to really be in tune with the needs and wants of its customers. Be prepared to update technology and more efficiently communicate to customers in the way they desire. Ensure that any critical information about their vehicle is readily available to them. In this way your dealership will be well positioned to not only increase customer retention, but to also gain new customers looking for a better customer experience.

 Unlock all of the community & features  Join Now