Richard Holland's Blog (96)

How Microsoft Almost Gave Its Business To Google

Frequently, I write about how dealerships (or any company for that matter) need to have efficient, reliable communication tools in place so that all departments can access information at a glance. Quite ironically, one of the largest tech companies in the world, Microsoft, just proved that best practice as completely true.

 

People rely on Google to access many…

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Added by Richard Holland on August 1, 2013 at 11:42am — No Comments

How Being Delusional Can Make You More Productive

I came across an article recently on LinkedIn by A.J. Jacobs, editor of Esquire magazine, in which he discussed using self-delusion as a tool to becoming more productive. He’s a published author as well and he discussed…

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Added by Richard Holland on July 25, 2013 at 8:42am — 4 Comments

How MySpace Started Its Rebirth by Alienating Its Most Loyal Customers

MySpace was, in many people’s opinion, the social network to be on for many years. In fact, in 2006, MySpace surpassed Google as the most visited website in the United States. The decline of MySpace began in 2008 as Facebook rose in popularity and became the newest social network of preference for many. MySpace’s user base…

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Added by Richard Holland on July 19, 2013 at 9:42am — No Comments

Apple’s Customer Loyalty Strategy and How You Can Adopt It

I came across an interesting article in Forbes the other day that examined why Apple has such loyal customers and how they plan to increase that loyalty. The article discussed how some of Apple’s products are inferior technology-wise to…

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Added by Richard Holland on July 11, 2013 at 10:16am — No Comments

Sometimes Listening Means Being Able to Laugh At Yourself

Tales are told almost everyday of some traveler or another experiencing a travel nightmare. Everyone that travels has an airline that they love to hate. I don’t know that it would be possible for all airlines to make each unhappy passenger happy, even if they tried.

In today’s world, the complaints that typically do get publicity are the most extreme sorts of…

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Added by Richard Holland on July 5, 2013 at 8:38am — 3 Comments

The Transformation of Customer Service

Our philosophy at MPi centers on using technology to increase efficiency and generate more revenue for the dealership, while ensuring a better customer experience and an increase in customer retention. However, sometimes it’s the small things that contribute to this effort.

 

A recent…

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Added by Richard Holland on June 29, 2013 at 9:33am — No Comments

Disney Rules That Can Make Your Service Magical

Disney is beloved the world over and is recognized as a premiere family destination place. Whether you’re talking about the parks in Orlando, or California, people pay premium prices to be able to enjoy a little of the magic. But what makes Disney any different than the other amusement parks in the world? Many would say it’s Disney’s philosophy and…

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Added by Richard Holland on June 25, 2013 at 11:11am — 8 Comments

How Big Data Can Transform Your Customer Service Experience

An acquaintance of mine shared an experience with me that got me thinking. He traveled frequently and was a member of a particular hotel chain’s loyalty program. One particular stay at one of the chain’s locations was, in his opinion, beneath the quality that he had come to expect from the chain. There were multiple issues with the room – some involving cleanliness and even…

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Added by Richard Holland on June 13, 2013 at 7:58am — No Comments

The Technology Invasion… Are You Ready?

Dealerships are typically slow to embrace technology. In some cases, it’s for budgetary reasons and for others it’s out of a lack of a sense of need. A recent article in WardsAuto.com reinforced the need for dealerships to streamline their processes. The article explains how as car…

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Added by Richard Holland on June 7, 2013 at 11:29am — No Comments

Creating Customer Loyalty through Consistency

Hotel chains across the country have long had problems with customer loyalty due to an  inconsistent customer experience. In researching the problem it was found that the prime reason for the disparity in customer experience was due to the growth of each major brand. Hotel chains were acquiring new properties and, in many cases, simply slapping their corporate branding on…

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Added by Richard Holland on May 23, 2013 at 7:20am — No Comments

Is Your Service Department Your Red-Headed Stepchild?

There was a fascinating article in Automotive News which discussed a new trend that many dealers are adopting: placing their service departments at the front of their dealerships.

 

In the article, it showcased Bill Underriner of…

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Added by Richard Holland on May 16, 2013 at 6:38am — No Comments

MPi at the 14th Digital Dealer Conference & Exposition

I always feel very fortunate to participate in the Digital Dealer Conferences. Helping dealers and their management staff gain new insights and techniques to increase revenue is something that’s very rewarding.

 

On Tuesday, I was happy to be one of the first speakers at the three day conference.   I presented to a full room on the strategies service management can use to transform their service drive into a sales drive. I spoke about using mobile technology and taking a new…

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Added by Richard Holland on May 10, 2013 at 8:35am — No Comments

Dude, Where’s My Car?

Customer: “Is my car ready?”

Advisor: “Let me check…. I’m not showing that its ready yet, ma’am.”

Customer: “Do you know when it will be?”

Advisor: “I’ll have to check with the technicians. We’ll be sure to call you when it is, however. It should be done by the end of the…

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Added by Richard Holland on April 25, 2013 at 10:43am — No Comments

Using Text Messages In Service Provides Instant ROI



In today’s world where everyone is going 120mph, people are more interested in convenience than ever before. Is it because time is so limited in our hectic schedules or is it because we’ve become accustomed to taking the shortest route possible to achieve the same end result?  For example, when cooking dinner, do you take the time to buy, cut and combine all the fresh…

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Added by Richard Holland on April 18, 2013 at 11:21am — No Comments

Why Service Reviews Equal Revenue

Today’s world is full of review sites and social media- the epitome of information at your fingertips.  And because of this, reviews have become that much more important for customer retention and new client business. Search engines are becoming increasingly savvier by routinely displaying reviews (and review sites) very high in search results. Many dealerships are…

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Added by Richard Holland on April 11, 2013 at 11:24am — No Comments

Why People Are Skeptical Of Great Customer Service and How to Use that To Your Advantage

In today’s world, there are many standout companies when it comes to customer service; Zappos and Nordstrom being a couple of examples. These companies focus on providing their customers with world-class service and, because of that, people are willing to pay more while maintaining fierce loyalty. Not only do these companies earn the loyalty of their customers through the…

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Added by Richard Holland on April 4, 2013 at 9:00am — No Comments

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