As a dealership you want to have the best customer service possible and by doing this you will stand apart from your competitors. You don’t want your customers to just be loyal you your brand; you want them to be loyal to your dealership as well, through outstanding customer service. You want to be thought of as the best possible service that was super helpful and knowledgeable during the car buying process.
Set the tone from the inside out and treat your employees the way you want your customers to be treated. Top dealers offer things that lower level dealers do not. These are just a few simple tips to make you stand apart and join the top 25% of the most successful dealerships.
1) Setting appointments is easy to do but when they arrive, make sure everyone knows who they are by name and that they are greeted and expected. Have paperwork prepared with their information on it and have them already set up in the system so that they know you made an effort to welcome them and were prepared for their arrival.
2) Have their car finished when you say it’s going to be finished. Make sure the car comes back to them cleaner than when they dropped it off. Have it washed, ready on time and give them a courtesy call to notify them that it is ready for pick up.
3) It's all about the relationship with your customers. Once that paperwork is filled out that is only the beginning of a longer-term relationship that is nurtured until they are ready to renew their car after a few years go by. Stop the mindset of the salesperson that wants to get them in and get them out because they will never see them again. Rather, say I’ll be here like I have been for the last 5-20 years etc. Build your book of business, build your relationships and nurture them with friendly check ins over the years.
4) Create more convenience for your customers by reducing friction. Remove the redundant wording in documents and speed up the car buying process wherever you can. Also consider removing paper all together and going digital. Make the car buying experience easy with excellent customer service every step of the way.
These are not very difficult tasks to do and they go a long way with building customer relationships and loyalty to your dealership. The top dealerships in the country are doing this and that is why they are the best in the industry.
Dealer Online Marketing Group (OMG) is an automotive digital marketing firm focused on helping dealers measurably grow sales and services through Facebook and Instagram. Dealer OMG offers each dealer white-glove account management, dealer-specific creative, customized reporting, refined targeting technology to match inventory & services with customers who have shown an active interest, and CRM-integration of homegrown leads. As a Facebook Preferred Partner with over 30 turn-key products customized for dealerships, Dealer OMG’s dealership clients’ advertising performs at 4x the effectiveness of the auto industry average.
Set the tone from the inside out and treat your employees the way you want your customers to be treated. Top dealers offer things that lower level dealers do not. These are just a few simple tips to make you stand apart and join the top 25% of the most successful dealerships.
1) Setting appointments is easy to do but when they arrive, make sure everyone knows who they are by name and that they are greeted and expected. Have paperwork prepared with their information on it and have them already set up in the system so that they know you made an effort to welcome them and were prepared for their arrival.
2) Have their car finished when you say it’s going to be finished. Make sure the car comes back to them cleaner than when they dropped it off. Have it washed, ready on time and give them a courtesy call to notify them that it is ready for pick up.
3) It's all about the relationship with your customers. Once that paperwork is filled out that is only the beginning of a longer-term relationship that is nurtured until they are ready to renew their car after a few years go by. Stop the mindset of the salesperson that wants to get them in and get them out because they will never see them again. Rather, say I’ll be here like I have been for the last 5-20 years etc. Build your book of business, build your relationships and nurture them with friendly check ins over the years.
4) Create more convenience for your customers by reducing friction. Remove the redundant wording in documents and speed up the car buying process wherever you can. Also consider removing paper all together and going digital. Make the car buying experience easy with excellent customer service every step of the way.
These are not very difficult tasks to do and they go a long way with building customer relationships and loyalty to your dealership. The top dealerships in the country are doing this and that is why they are the best in the industry.
Dealer Online Marketing Group (OMG) is an automotive digital marketing firm focused on helping dealers measurably grow sales and services through Facebook and Instagram. Dealer OMG offers each dealer white-glove account management, dealer-specific creative, customized reporting, refined targeting technology to match inventory & services with customers who have shown an active interest, and CRM-integration of homegrown leads. As a Facebook Preferred Partner with over 30 turn-key products customized for dealerships, Dealer OMG’s dealership clients’ advertising performs at 4x the effectiveness of the auto industry average.
