1. Stop being a LURKER - join our dealer community and get involved. Sign up and start a conversation.
    Dismiss Notice

Service Thread - Ideas to CRANK things up

Discussion in 'Service Marketing and Fixed-ops & Parts Solutions' started by Ryan Thompson, Aug 9, 2016.

This forum sponsored by...
  1. Ryan Thompson

    Ryan Thompson
    Expand Collapse
    Sr. Refresher

    First Name:
    Ryan
    Dealer or Company Name:
    The Dealer Geek & Ernie Dean GMC Buick Chevy
    Twitter Handle:
    ryan_dealergeek
    Joined:
    Apr 21, 2010
    Messages:
    382
    Likes Received:
    39
    Location:
    Canada
    Not sure how many folks in Refresh Nation are involved with Fixed Ops but I thought it would be a cool idea to start a thread to share best practices on driving more $$$ through service / parts.

    Our store is having a sleepy summer and I'm rolling up my sleeves to find some ways to ring the register. We have above average CSI and LOTS of positive reviews on Google directed at our Service Department, which makes me believe we don't have a "you guys suck" problem.

    Would love to hear some ideas.

    THANKS IN ADVANCE REFRESH NATION
     
    Collapse Signature Expand Signature
    • Like Like x 1
  2. This forum sponsored by...
  3. Jeff Kershner

    Jeff Kershner
    Expand Collapse
    Founder

    First Name:
    Jeff
    Dealer or Company Name:
    DealerRefresh & Mercedes-Benz of Hagerstown
    Joined:
    May 1, 2005
    Messages:
    3,261
    Likes Received:
    806
    Location:
    Maryland
    Ryan, I know I typed up a response to this yesterday but I have no idea what happened. I'll come back and edit this post or add here in a bit.
     
    Collapse Signature Expand Signature
  4. Karen Ann

    Karen Ann
    Expand Collapse
    Refresher

    First Name:
    Karen
    Dealer or Company Name:
    Steve Marshall Ford Lincoln
    Twitter Handle:
    FordandLincoln
    Joined:
    Apr 21, 2009
    Messages:
    121
    Likes Received:
    15
    Location:
    British Columbia
    We do a few things:
    Maintenance reminder emails & calls (email links to book service is tagged with all the field values for the online form - name, email, vehicle etc)
    First service after vehicle purchase call
    Sold not serviced follow up at 9-12 months after (social media audience ads & emails)
    Google & Bing Click to Call keyword ads (excluding name brand competitors, as that became confusing for callers and embarrassing for us)
    Youtube video targeting in-market audiences

    Wish we did:
    Declined repairs followup process
    Appointment reminder emails
     
    Collapse Signature Expand Signature
  5. Ryan Thompson

    Ryan Thompson
    Expand Collapse
    Sr. Refresher

    First Name:
    Ryan
    Dealer or Company Name:
    The Dealer Geek & Ernie Dean GMC Buick Chevy
    Twitter Handle:
    ryan_dealergeek
    Joined:
    Apr 21, 2010
    Messages:
    382
    Likes Received:
    39
    Location:
    Canada
    Karen Ann - Thanks for the suggestions. It's crazy that most of calls you are talking about are the BASICS. However, we sometimes spend too much time on the flashy things like social media and overlook the initiatives that WILL move the needle.

    Currently using a company to outsource the winbacks and service reminders until we get our house in order.

    Question: Who at your dealership is making these calls? Who is keeping the database up to date?
     
    Collapse Signature Expand Signature
  6. Karen Ann

    Karen Ann
    Expand Collapse
    Refresher

    First Name:
    Karen
    Dealer or Company Name:
    Steve Marshall Ford Lincoln
    Twitter Handle:
    FordandLincoln
    Joined:
    Apr 21, 2009
    Messages:
    121
    Likes Received:
    15
    Location:
    British Columbia
    We have a team of people we call our Data Team. They're like a mix of BDC and Data Maintenance. They do all our calls for two of our dealerships (various sales & service communications) as well as data maintenance calls/emails to confirm/update guest information for the entire database. They update our DMS, CRM and Ford databases.
    The First Service appointment booking calls are done by our Service Appointment Coordinator.
     
    Collapse Signature Expand Signature
  7. Ryan Thompson

    Ryan Thompson
    Expand Collapse
    Sr. Refresher

    First Name:
    Ryan
    Dealer or Company Name:
    The Dealer Geek & Ernie Dean GMC Buick Chevy
    Twitter Handle:
    ryan_dealergeek
    Joined:
    Apr 21, 2010
    Messages:
    382
    Likes Received:
    39
    Location:
    Canada
    I like it!! at this point it seems like an imaginary world you speak of but I'll get there!!! Appreciate the help Karen Ann. Keep innovating over on the west coast
     
    Collapse Signature Expand Signature
  8. anthonycapital

    anthonycapital
    Expand Collapse
    Getting Refreshed

    First Name:
    Anthony
    Dealer or Company Name:
    carma & capital auto
    Joined:
    Apr 24, 2013
    Messages:
    65
    Likes Received:
    17
    Location:
    drivecarma.ca
    • Automatic appointment confirmations. Execute through business rules in your CRM.
    • Sell parts online. As an example, we set this up a few years ago through shopify: http://capitalcustoms.ca/
    • Accessorized new lift trucks. (Maybe too obvious but just in case)
     
  9. Ryan Thompson

    Ryan Thompson
    Expand Collapse
    Sr. Refresher

    First Name:
    Ryan
    Dealer or Company Name:
    The Dealer Geek & Ernie Dean GMC Buick Chevy
    Twitter Handle:
    ryan_dealergeek
    Joined:
    Apr 21, 2010
    Messages:
    382
    Likes Received:
    39
    Location:
    Canada
    They don't lift them in Ontario!!! Well not like you cowboys
     
    Collapse Signature Expand Signature
    • Like Like x 1
  10. anthonycapital

    anthonycapital
    Expand Collapse
    Getting Refreshed

    First Name:
    Anthony
    Dealer or Company Name:
    carma & capital auto
    Joined:
    Apr 24, 2013
    Messages:
    65
    Likes Received:
    17
    Location:
    drivecarma.ca
    Start a new trend! :D
     
  11. Alexander Lau

    Alexander Lau
    Expand Collapse
    Sr. Refresher

    First Name:
    Alex
    Joined:
    Feb 11, 2015
    Messages:
    1,188
    Likes Received:
    230
    Location:
    Pittsburgh, PA
    There are a bunch of Wordpress-based themes that tackle a ton of the requirements behind Service. I've pasted them all over this board. If I were a dealer looking to expand my fixed-ops biz, I'd dedicate an entire site to my service (host is outside of the corporate ranks) and dedicate a digital marketing budget with solid strategy.
     
    Collapse Signature Expand Signature
    • Like Like x 1
    • Useful Useful x 1

Share This Page

This forum sponsored by...