How Do We Stay Current With Today's Most Effective Communication Methods?

"With today's fast paced world, it's time for our service advisors to upgrade as well.  In order to stay current and successful they are going to have to make a small change with their follow-up."

How Can We Stay Current With Today's Most Effective Communication Methods?

Well it's that time again!  I have worn out another cell phone so I just ordered the brand new IPhone 4S.  Even though I already have an IPhone 3, (so passe') I can already feel the dread of having to learn how to use all of the new features as I get acquainted with Siri.  

 

With today's fast paced world, it's time for our service advisors to upgrade as well.  In order to stay current and successful they are going to have to make a small change with their follow-up.  It's time to insist that all of your team is keeping up with today's most efficient communication methods. How many times a day do you hear, "No one ever called me?"  Not only can we make this problem go away, but we will have records in our phones or computers to check on our advisors efficiency. It is no longer enough to give a client a time frame in which to expect their first update call.  I mean let's face it, we just aren't as quick to answer anymore.  I've been told by most people in business and the next generation of clients that they prefer a "quick text" to a drawn out voice mail or conversation.  Right or wrong, this is progress. We only need to look at a few statistics to see how important it is that we get with the program.

  • 91% of cell phone users keep their phone with them all day long.
  • 97% of text messages get read and most are read within minutes!
  • Only 43% of e-mails get read at all.
  • 2.5 billion text messages are sent every day.

What these statistics scream at us is that when our sound notification goes off for a text, we are trained to look at it ASAP!  (I just stopped typing to read a text, really!) Think of all of the production time we could gain in the shop by getting clients to contact us right away to give approvals for repairs or needed maintenance that wasn't sold on the drive.  

 

Now I am not recommending we start selling through e-mails or text anymore than I would want someone to sell via a voice mail, but instead, they could send a very brief attention getting message such as:

 

Please call me as soon as possible to discuss your car.  

                                       

Since we know that most clients are feeling anxious about getting their car back and the cost involved, they will call back as soon as they possibly can, which saves your advisors from calling multiple numbers, multiple times and leaving voicemails.  The key is that your clients must be able to reach their advisor easily.  Cell phones are an easy solution or there are computer texting options for you to take advantage of as well! All of your advisors should be prepared for a quick response with complete benefit based presentations and estimates prepared. 

  

Another example would be just to touch base with the clients as promised even when you do not yet have all of the answers.  So the text may read:

 

We need a little more time to diagnose your vehicle so expect your next update message between 2 pm and 3 pm.  

 

This type of message will help clients relax about their vehicle until the appointed time.  Now we all know you could do this with a VM or an e-mail and many clients may choose to continue to communicate through these methods but more and more ARE going to be moving into texting.  Do you ever see the next generation of customers without a phone in their hand?  Just look at the potential to increase production and customer satisfaction scores. 

 


Change may be hard but it can also be better in the long run! Just remember....
 
Success does not come from doing things the same! 

Technology Sells!



 


Text messages are also a great way to get people into your drive!  What if you sent out a special that was opened by 97% of your client list?  Consider the possibilities if on a slow day you could advertise an immediate incentive to get them in the door.  



 

 


We believe in this method so strongly we have teamed up with a company who offers these services.    

 

Please go to 
Mobile Helpers
and enjoy a quick demonstration!

 


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Attention Webinar Clients! 



 


We have added two new sessions to our list, 

Closing Skills Part I and Understanding Body Language Part I.  

Watch for Part II's in November! 

 

Service Advisor Humor

 

HAVE A WONDERFUL THANKSGIVING!!!

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Comment by Sally Whitesell on January 6, 2012 at 10:43am

 

Thank you Nancy!  I want to try to contribute more to this fantastic site in 2012.  Many of my Fixed Op clients want more information designed specifically for them although I think both departments could benefit from a lot of the great thoughts and insights shared.

Comment by NANCY SIMMONS on January 6, 2012 at 12:48am

Excellent read!! Very relevant in today's fast paced world!  Love your share of pertinent information Sally...You are a pro!

Comment by Sally Whitesell on November 20, 2011 at 8:52am

 Thank you Bobby!  I thought the facts deserved some attention after sitting in many meetings and airports watching people try to quietly check their incoming messages even though their ringers were off.  Calls are silenced but text are read.

 

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