- Jul 27, 2021
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- Scott
We do Mystery Shops all the time for current clients and prospective ones. Never ceases to amaze me just how poor or just completely lacking the follow up can be sometimes, including from some of the biggest dealers in the country. Although dysfunctional communication and broken processes are how we built our business for the last 8 years.I wonder how many dealers fainted at the words "turn off lead forms?" But I would agree. If you're handling them that bad it's hurting more than helping. Just making you look bad.
I also believe that the bigger city dealers just don't care. They can scrap a whole lot of leads and still be just fine. Like I asked my people the other day: How many people just moved into Kirksville today? Maybe one. How many people moved into Kansas City today? Probably a lot.
If a question is asked, the only question most ask is "When can you come in?". They don't ask anything to get engagement.
If you're not using some form of video in your response, you should be. It can definitely make your vehicle and your dealership stand out.
As for lead forms, my three cents is that your website shouldn't have any form fills. A good DR tool and chat assisted conversation buttons can help advance a conversation with a prosepctive customer. Filling out a form (if they do it) stops the conversation until we can hound them enough to get ahold of them (if we even go that far).
Happy to chat more offline if you'd like Bill. Good thread