Your Dealership's Expectations in providing a Great Customer Experience
In recent surveys by NADA and Cox Automotive, it was found that the customer's loyalty was driven by the experience that they have had at your dealership. The studies show that customers will drive farther, and spend more money, if they can make an appointment easily online, review their recommended maintenance, and have a proactive experience in communication with your dealership. Simply put, they don't want to have to call to make an appointment, or to check on the progress of their vehicle, and they would rather text with you than have you call them. In this survey, they also spend more money when they receive a professionally prepared estimate with pictures and video to support. They feel they can trust you, and they spend more. With Covid-19, customers are buying online, and want that same digital experience in service. Are you prepared? Is your staff prepared? You may find that you've spent lots of money to be able to sell a vehicle online, but really haven't invested much for your service digital experience. But there's way more to it than just investing the money in software.
We can all agree that Software changes the Customer Experience when used properly. So much so that a lot of Manufacturers have forced or are currently forcing the dealership to use Customer Service Experience Software. They want to be sure that the dealerships are prepared to meet the new expectations of customers since Covid-19.
Some of your customers will resist the technical change, and so will your team. I'm sure that you're ok if you're providing too much communication with the customer, and the customer wants to do business the old way. Guess what? We do business that way too.
The problem is when dealers are forced to pay for the software, and when it is installed, team members are looking at it as a problem to deal with or an inconvenience to their already stellar process. In most cases, you've got one shot to get the software installed and your team trained. Most dealerships are not using the software to it's capabilities so we're not changing our customer's experience.
Our team takes over at this point and begins working with the team so they use the software, and understand the Customer Experience behind it. Managers don't have time to do this, and that's why usually only a small percentage of the software is used, and the customer experience has little change. We will show your team how to send a text message to customers, and we will also set up expectations and KPI's for them to do it. We will report to you how they are doing while we are working with you and show you how to monitor the reports after we're gone. We will also work with your team on your Electronic Multipoint Inspection Process assuring that each customer gets a proper estimate with pictures and video (if supported). We will also work with your team in the lane with the tablets. We have been teaching advisors lane techniques for years, and now we are incorporating the tablet so that the customer has a great experience.
Processes and KPI's are keys to success and knowing what to monitor and coach is key. We will show your management how to read the reports, and how to coach for better results.
We can all agree that Software changes the Customer Experience when used properly. So much so that a lot of Manufacturers have forced or are currently forcing the dealership to use Customer Service Experience Software. They want to be sure that the dealerships are prepared to meet the new expectations of customers since Covid-19.
Some of your customers will resist the technical change, and so will your team. I'm sure that you're ok if you're providing too much communication with the customer, and the customer wants to do business the old way. Guess what? We do business that way too.
The problem is when dealers are forced to pay for the software, and when it is installed, team members are looking at it as a problem to deal with or an inconvenience to their already stellar process. In most cases, you've got one shot to get the software installed and your team trained. Most dealerships are not using the software to it's capabilities so we're not changing our customer's experience.
Our team takes over at this point and begins working with the team so they use the software, and understand the Customer Experience behind it. Managers don't have time to do this, and that's why usually only a small percentage of the software is used, and the customer experience has little change. We will show your team how to send a text message to customers, and we will also set up expectations and KPI's for them to do it. We will report to you how they are doing while we are working with you and show you how to monitor the reports after we're gone. We will also work with your team on your Electronic Multipoint Inspection Process assuring that each customer gets a proper estimate with pictures and video (if supported). We will also work with your team in the lane with the tablets. We have been teaching advisors lane techniques for years, and now we are incorporating the tablet so that the customer has a great experience.
Processes and KPI's are keys to success and knowing what to monitor and coach is key. We will show your management how to read the reports, and how to coach for better results.
