business situations

Email & Voicemail Best Practices






    (This is an excerpt from the 2015 Automotive Dealer Mystery Shop Study completed by pladoogle.com; and the best practices shared below relate to the email and voicemail messages that car dealers should be using when responding to an internet sales lead.) Voicemail & Email Responses – Best Practices It’s important to remember the goal of this(…)






Empowering Your Team to Solve Problems in One Simple Step






  Six months ago I watched a service manager struggle with the amount of customer complaints he had to deal with on a daily basis. Most of the complaints were just silly, and almost all of them should have been solved at the advisor level. Unfortunately for this manager, he was really, really good at(…)






Why Would a Car Dealer Even Want an e-Lead?






  [With the on-again/off-again debate about Third Party Providers currently on (again), it seems appropriate to present this excerpt from our 2015 Online Automotive Leads mystery shop study.]   A high percentage of dealership desk managers still look at the Internet and their own internet sales teams as the enemy. For these shortsighted managers, the(…)






Hey Car Dealers: Speed Up Your F&I or Else!






  NEWSFLASH: Consumers are tired of wasting 3-5 hours of their lives buying a car. The average prospect today has done more than 19 hours of research before they ever set foot on your lot; so they know what they want to buy, they just don’t want to spend an entire day buying it from(…)






How Do I Show a Gap on My Resume?






    I left my job in March 2013 (my boss was the king of all a-holes and I just couldn’t take it anymore).  Since then I’ve been looking for a job (except for a three-month period where I was diagnosed with ovarian cancer, had the surgery; which was completely successful and recuperated). Now that(…)






Dear Walmart: Please Train Your Own Damn Managers!






  I had a fun exchange with Walmart on Twitter last month that I believe deserves sharing here – especially given that the exchange can (I’m hopeful) remind corporations to separate my duties as a customer and their duties as an employer when it comes to training their managers. First, a little background: I was(…)






It’s the ROI, Stupid






It’s All About the ROI Every now and then I find the automotive digital marketing controversies and handwringing on sites like LinkedIn, DealerElite.net and others to be both humorous and disturbing. Humorous, because it’s really not all that complicated (yet some people insist on adding drama to everything); and disturbing, because no matter what the(…)






Rules Matter: How 5 Simple Rules Stop Car Salespeople from Skating Each Other






5 Simple Rules… for Eliminating Skating Forever If the only place you’ve ever worked is for one of America’s car dealerships, then you may not be aware that other industries don’t reward those who steal from their coworkers. Only dealership employees enjoy the added perk of being rewarded for cheating each other at will. We(…)






How to Get Ahead While Winning Over the Backstabbing Jerks at Work






Perception is reality. I wish I was the first person who ever uttered this unbelievably accurate view of the world. I guess I almost could have been the first, since the quote is most often attributed to political consultant Lee Atwater (who is only twelve years older than me). I find that odd, of course,(…)






The Five Absolute “Musts” for a Successful Automotive Sales BDC






  If you’re like most dealers I speak with lately, you’re either looking to add a Business Development Center (aka BDC) or trying to find ways to make your current BDC more successful? If so, then there are just a few simple “must haves” that are truly non-negotiable if you’d like your BDC to succeed(…)






7 Fast Facts from 425 Car Dealer Mystery Shops






At PLADOOGLE, we just published a white paper detailing our extensive mystery shop study that looked at how well dealerships responded to our internet inquiries over the first 30 days. We read and graded every email and listened to and graded every voicemail. Here are Seven Fast Facts from 425 Car Dealer Mystery Shops: We(…)






Become the Expert Without Becoming the Asshole






(WARNING: Salty language ahead. Do not continue reading if you plan to complain about the choice of words used in this post – they were chosen with great care to evoke a very specific meaning. Originally published by The Manager on LinkedIn.) Nobody likes a know-it-all. Nobody. I’m not talking about the know-it-alls who actually(…)






Some Well-Intentioned Managers Kill Employee Morale






Guest Posting by Charlie V. We all know where a road paved with good intentions leads to. Often, as managers – and as human beings in general – we believe our virtuous intentions equate to virtuous outcomes. It is only natural: we know that we mean well, so shouldn’t the results of our actions follow(…)






The Top Ten Things All Business Travelers Mumble Under Their Breath






  If you travel regularly for business, you know sometimes your travel days are unmemorable; just smooth, uneventful, even mature interactions with fellow caring professionals. Of course, if you are an airport regular, you know those unmemorable travel days are few and far between. Generally speaking, for every one mature interaction with another caring professional;(…)






Why You’re Wrong About Tesla






You do know you’re wrong about Tesla, right? I don’t even need to hear your opinions about the electric carmaker to tell you that you’re wrong about Tesla. You’re dead wrong. How do I know you’re wrong about Tesla (NASDAQ: TSLA) without even hearing what you have to say? Because, if you’re like 99% of(…)






Call this His/Her “Jerry Maguire Moment”






(The following guest post was written by a respected colleague of mine in the automotive industry. The author, who shall remain nameless, is one of the brightest, most energetic, hardest working and truest “team players” I’ve ever met. His/her frustrations are far too common in most industries; but are especially common in automotive. His/her words(…)






The 8 Douchiest Job Titles for 2014






Zappos announced at the end of last year that they would be moving to a Holacracy. There will be no managers, no hierarchy and especially NO JOB TITLES. No shit? (It’s not a coincidence to me that Holacracy is just one letter away from Hola Crazy!) Good luck, Zappos. Clearly, you haven’t seen the episode(…)






Social Media for Business – Why I am embarrassed for 99.9% of you…






  My kids get it. They don’t think about it; they don’t hire gurus to guide them through it; they don’t contrive anything about it; and… they can sniff out anything contrived in an instant. It’s social media, and it’s not mystical or complicated; and it especially doesn’t require any real expertise. Of course, if(…)






What Every Business Can Learn from the Social Media Efforts of @Delta






  It was about 6:30 last evening when I found myself at the Delta Sky Club in Tampa, Florida. I was booked on Delta’s 7:45 flight to Atlanta (where I am speaking to a group of Ford dealership managers about Internet processes this morning). I had a yearning for a cup of coffee, but I(…)






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