Dealing With Difficult Customers

When visiting with owners & managers, I like to ask them how they got started in their business.  The stories I hear are diverse & interesting but typically most of the reasons they give have some commonality to them.  For example, some started their business because they saw a need in their community, others began because they were passionate about the product or service they provide, and some simply stumbled into it!  However, in the all of these conversations, I have NEVER – not once - heard someone say they started their business because they had a desire to deal …Read More

Rock Your Yearly Winter Service Special!

Almost every dealership, regardless of the products you sell or services you offer, historically have a slow time of year. As we travel the country working with dealers, we have seen all sorts of great ideas come alive as they work to keep their businesses afloat during the slow season and start the year in the black.

One great way to keep a dealership busy (and profitable) during the slow season is the effective use of winter service specials. So, what is a winter service special and how do you make it worth your time & money?

Simply put, winter …Read More

Are You Wasting Your Marketing Dollars?

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, your typical customer is simply a reflection of you! The same is true if you were to ask any other employee …Read More

Big Impact From Mass Emails

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 in reading.

So, how do you make your emails standout and encourage your customers to read them? Over the last few years at BCI, we have worked …Read More

4 Ways Surveys Can Benefit Your Business

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. While she got a huge tip from us, I even thought for a second about asking for the manager to tell her how wonderful she …Read More

3 Ways to Develop Loyal Customers

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 car back to the same shop. They called me with a quote that seemed a little high, so I did what anyone would do, I called my …Read More

Customer Loyalty Programs

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 you to create a similar program for your dealership. While a customer loyalty program may not be right for every dealer, it is a program that …Read More

The Importance of “Wowing” Your Customers

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% of all consumers will refuse to make a purchase due to not being “wowed” in your business. Let that sink in.  Setting yourself apart from your …Read More

Estimating Time for Repairs

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 are doing a full diagnostic, they will estimate the time needed based upon previous repair experience. That work order and diagnostic sheet will then go to the …Read More

The Secret to Flat Rating

This week we continue our series on frequently asked questions. Let’s jump right in with a question concerning flat rating in your dealership. We were 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 work is going to …Read More