Written by Perry Phillips What is the definition of “express” (service)? One definition found in the Cambridge Dictionary is: “Existing for the purpose of doing something quickly.” This definition would seem to fit with the Manufacturer and Dealership goals of providing a service that customers want, leading to higher retention rates and profitability. Our customers have told us what is important to them both verbally and through survey responses. Common wants and needs from responses… Are Your Express Operations Truly “Express?”
Written by David Dietrich (This is Part 3 of a three-part series: View Part 1 | View Part 2 ) XII. Develop Follow-up Letters Even though most BDC communication will be on the phone and immediate, there will be at times the need to correspond with a customer through the mailer or even e-mail. When designing your mailers, give thought to them being professional, attractive, and have an eye-catching appearance. Basically, avoid it looking like… Are You Considering a Business Development Center for Fixed Operations? – Part 3
Written by David Dietrich (This is Part 2 of a three-part series: View Part 1 | View Part 3 ) VII. Appointment Methods There are many ways to determine the number of appointments to set on any given day. There are “scientific” ways and ways that seemly have no rhyme or reason. It is important to have an accurate way to ensure that you do not overbook one day and underbook the next. In one… Are You Considering a Business Development Center for Fixed Operations? – Part 2
Written by David Dietrich I. Why a BDC? In today’s competitive business market, everyone is looking for the edge, a way to grow their business and improve customer retention. Business Development Centers have become a way for many dealers to find that edge. BDC has been around for many years and many manufacturers support the process, some in fact, require that their dealers have a BDC. We are in a time where many no longer… Are You Considering a Business Development Center for Fixed Operations? – Part 1
Written by Perry Phillips “Oil, water, CSI, or profit – you need to drill down if you want it to come up.” If you’re looking for increases in CSI and/or profitability in the department (and who isn’t?), where is the first place you look? Usually, we start with some sort of report that provides Key Performance Indicators (KPIs) as defined by the department and/or the manufacturer. Some examples might be: Dealer Management System (DMS) Manufacturer… You Need to Drill Down if You Want it to Come Up
Often, we throw out the word “Family” way too quickly and loosely in our advertising and our employee manuals. How do you make your employees feel like a valued team member? How do you retain employees? What is the turnover rate in your service department? All employees want to feel that they are a vital part of the department and the company. Are we keeping them informed of what is happening with the company? Are… Are Our Employees A Number Or A Family Member?
