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Tim Clay

Tim Clay Chief Revenue Officer

Tim Clay Blog Posts

The Art of Service Upselling

The Art of Service Upselling

While there are many different types of service repairs – warranty, recall, etc. –undoubtedly the king of them all, when it comes to profit, is…

Putting Some Fun into the Service Customer Experience

Putting Some Fun into the Service Customer Experience

Sitting in the service department waiting room staring at the clock waiting for your vehicle to be repaired isn’t the most fun thing in the unive…

That High Dollar RO May Hurt Your Customer More Than You Think

That High Dollar RO May Hurt Your Customer More Than You Think

According to a recent report from the JPMorgan Chase Institute, many Americans need more than a year to recover from a $1,500 financial hit. …

Effective Marketing – Don’t Forget the Service Department!

Effective Marketing – Don’t Forget the Service Department!

While dealers spend a lot of money on marketing, often, most of that spend is directed at the sales department. But what about service? The largest rev…

The Huge Impact of Customer Experience

The Huge Impact of Customer Experience

A recent study by Forrester quantified the monetary effect of increasing customer experience scores by a single percent. The results were quite astonishing…

Training Is a Service Department’s Best Friend

Training Is a Service Department’s Best Friend

There are a lot of choices for consumers as far as where to take their vehicle for maintenance. And, while consumers are required to visit franchise de…

Keeping the RO in Ho Ho Ho

Keeping the RO in Ho Ho Ho

The holiday season is upon us. That means extra money is needed for things such as traveling, presents and decorations. This time of year is typically …

Anticipation Is Not What’s Making Them Wait – It’s Inefficiency!

Anticipation Is Not What’s Making Them Wait – It’s Inefficiency!

Recently I’ve seen several blogs and articles about the customer experience and an article in Automotive News really caught my attention and spar…

Maximizing your Conference ROI!

Maximizing your Conference ROI!

We’re well into conference season and some conferences can be quite overwhelming -- Exhibit halls packed with hundreds of vendors all vying to ta…

Service Retention Relies on Consumer Trust

Service Retention Relies on Consumer Trust

When a customer buys a new car from a dealership it’s almost a given that service also just gained a new customer. Most of the time, if the customer …

Give Them Options & Revenue Will Come

Give Them Options & Revenue Will Come

There’s nothing more disheartening to a service advisor than presenting a customer with a list of service recommendations only to hear the custom…

Is Your Service Department Invisible?

Is Your Service Department Invisible?

For car dealerships, when it comes to marketing, the overwhelming majority of messages tend to revolve around sales. The need to push more units, drive…

Increasing Service Revenue Is All in the Details

Increasing Service Revenue Is All in the Details

The service department is typically the largest revenue source for a dealership. In some cases, service departments carry the dealership and keep it in…

Service Recommendations: When They Want It but Can’t Afford It

Service Recommendations: When They Want It but Can’t Afford It

There is nothing more frustrating to a service advisor than presenting legitimate service recommendations to a customer only to lose the sale because o…

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