As lockdowns around the country ease and the economy begins its slow reopening, dealers everywhere are looking forward to a return to normalcy – or as close to normal as we can get. While it's true that some restrictions will likely be in place for a while (social distancing, face coverings, contactless purchases, and service, etc.), it's also true that as the economy gets … [Read more...] about Did You Learn the Right Lessons From COVID19?
customer service
Your Mindset will Determine Your Outcome
There are two perspectives that we can take away from this pandemic. We can grow from a positive opportunity or succumb to a perceived threat. Whichever one you choose will dictate the end result for you personally and for your dealerships. Dave Anderson, Author of a bestselling book called Unstoppable, put it best when he explained mindset: “Thinking determines your behavior … [Read more...] about Your Mindset will Determine Your Outcome
Chatbot – Friend or Foe
What exactly is a chatbot? A chatbot is exactly what it sounds like: A robot that manages your conversations. The bot simulates a human-like interaction to give shoppers the information they are looking for. Bots are trained and then speak on your behalf, answering the most frequently asked questions while continuously learning your audience’s needs and … [Read more...] about Chatbot – Friend or Foe
Service Waiters: The Overlooked Audience
When I enter a new showroom for the first time, it’s never long before I make my way over to the service waiting area. You can tell a lot about a dealership by their service waiting area, and I get a kick out of most of them. I remember the old school waiting areas that flaunted a circle of plastic chairs around a small television, and a table off to the side with an old … [Read more...] about Service Waiters: The Overlooked Audience
With High Regard—What Buying a Mattress Taught Me About Customer Service at the Dealership
Recently, I set out on a quest for the perfect guest room mattress set. This mattress would be used around six weeks out of the year, mostly by our elderly parents when they visit. I had a decent budget, but I certainly didn’t want to spend more than a thousand dollars. As you can imagine, a name brand was crucial to field any potential commentary from the in-laws. I was a … [Read more...] about With High Regard—What Buying a Mattress Taught Me About Customer Service at the Dealership