Who is your typical customer? Do you know? Grab a piece of paper and write down the answers to the following questions about your “typical” customer. What is their gender? What is their average age? What is their favorite radio station? Got it? Now, next to that I want you to write your gender, your age and your favorite radio station. Do the two look anything alike? If you are like most owners or managers, [...]
What’s the first thing you do everyday? If you are anything like me, you sit down at your computer and look through your emails. Most of the time, I have an excessive amount of emails, but I’m only interested in a small amount of them. When your dealership sends out emails, it is important to grab the attention of your customer or prospect – making sure that your email is one that they are interested [...]
A few weeks ago, my husband and I were out with our kids at a restaurant chain. The whole experience was wonderful, and, with two five-year olds and a one-year old, to have a positive experience from start to finish is the equivalent of winning the lottery. Specifically, our waitress was fantastic. She was a true professional, knew what we were going to ask for before we needed it and was wonderful with our kids. [...]
What is the difference between a satisfied customer and a loyal customer? A few months ago, I was having an issue with my car. I took it to a shop that was just a few minutes away from our office. They fixed the issue, communicated with me promptly, and sent me on my way. It was a good experience. I was satisfied. A few weeks later, I had another issue pop up and took my [...]
One way to generate new customers and while maintaining your current customers is through a Loyalty Program at your dealership. Think about how many stores have a “shopper card” or a “preferred customer” program. These stores are marking up prices on items to be able to give discounts on other items. We all understand that, but it makes the customers feel like they are getting a perk for doing business at the store. We encourage [...]
The market is competitive and every customer is important. So, how are we supposed to standout and capture all the business we can? Well, we know that several things can help with this but the most important is setting yourself apart and you do that by "wowing" the customer through excellent customer service. Did you know that 78% of consumers have bailed on a transaction because of a poor service experience? That means that almost 80% [...]
We were recently asked, "Who is responsible for determining the labor charge on each work order?" Before we can decide on the amount of labor that can be added to the work order, we need the technician to diagnose or triage the piece of equipment. (Need Triage Sheets? Check out BCI's Dealer Toolbox) If they are triaging the equipment, they will estimate the time needed to complete the repair on the triage form. If they [...]
We were recently asked- “We often hear of the importance of Flat Rating in our dealership. Why should we do this, and how do we get this info to start? How does this change with different conditions of equipment brought in?” So, why should we use Flat or Standard Labor Rates (SLR)? It’s good for both you and your customer. From the customers perspective, it gives them the ability to know what the charge for the [...]
Each week, for the month of July, we are taking your frequently asked questions and answering them! At the end of the month we will also have a Live Interview to answer additional questions that we receive over the next 30 days. So, let’s get started by covering a question we received about abandoned equipment. Jennifer reached out and asked the following questions. “We have some equipment that is abandoned. I downloaded the Notice of [...]
“It’s easier if I just do it myself!” If you are anything like me, this is a common phrase that comes to mind, multiple times a day. People make things complicated, and I know I will like the end result if no one else is involved. While in theory it would be wonderful if there were a thousand of me running around, it may not be as effective as I think. I recently read a [...]
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