We are in unchartered and distressed waters, and we need to make adjustments now. The spread of the coronavirus (COVID-19) has caused a global social and economic crisis that is impacting billions. On March 11, the COVID-19 threat was elevated to a new level when the World Health Organization officially characterized the virus as a pandemic. Since, in the United States alone, … [Read more...] about The New Customer Experience – Adjusted for Social Distancing and the Coronavirus
Loyalty and Retention
It might sound counterintuitive, but one of your best ongoing opportunities for boosting dealership sales lies in the Service department. Consider the typical sales prospect walking through your showroom front doors. They wait for an average of six years between vehicle purchases.1 Their life circumstances are wildly different from the last time they bought, and yet they … [Read more...] about Sales Opportunities Start… In Service?
Ali Reda sells more cars each year than any other human being on the face of the earth, and whenever he gets ready to leave a local restaurant, his wife and kids know it's going to take them a good twenty minutes to make it to the exit while Ali is shaking hands, working the room and making friends all the way to the door. Getting to know people. Letting them get to know … [Read more...] about Kissing Babies & Shaking Hands: Reality of Social Sales
Recently I attended the Annual Industry Summit in New Orleans. About a week before my flight, I received an email from Southwest announcing the opening of the NEW airport and a change of terminals upon my departure. When flying into NOLA I arrived at the airport scheduled to close in the next few days. The landing went smoothly, my bags were ready rather quickly and the … [Read more...] about The Ripple Effect
The word “innovation” gets thrown around a lot when we talk about dealers who manage to stay ahead of the curve year after year, even as the industry continues to change around them. But it gets repeated so often that I fear we might be losing sight of what innovation actually is and why it has value for the dealership in the first place. What innovation is not is simply … [Read more...] about Declined Service Work or Targeted Marketing Opportunity?