customer satisfaction

The Best Be-Back Process: Getting a Be-Back to Be-Back






The three-minute Be-Back process that actually works… When dealers ask me to help their teams improve their be-back appointment percentage, the first thing I say is “call them.” By that, I mean, “Pick up the damn phone and actually call a be-back for once in your ever-loving life!” I’m not trying to be a jerk;(…)






What we learned from mystery shopping KBB, CarGurus and your dealership






I’ve often heard top process people say something like “The first step to process improvement is understanding what needs to be improved.” Knowing, they say, is half the battle. We mystery shop hundreds of dealers each year and like to think we learn something new with each shop. Certainly, the shop reports can be eye-opening(…)






Ask for Referrals? If I was the Dealer, I’d Prefer You Ask for a Little Yelp






Among the many activities I complete in advance of a dealer consulting visit is a thorough analysis of their online reputation, as this can often help define much of the visit’s focus. During one such analysis this week, I discovered the following for an upcoming dealer visit (numbers have been estimated to protect the dealer’s(…)






ZMOT, Big Data, Micro-Moments and the Overthinking of Everything






  As my friend Jeff Kershner so eloquently Tweeted last week: “A few years ago everyone was going BONKERS over ZMOT and now going BONKERS over Micro-moments. It’s like breaking up a turd into pellets.”   A few years ago everyone was going BONKERS over ZMOT and now going BONKERS over Micro-moments. It’s like breaking(…)






Car Dealer Phone Skills 101: The 5 Sales Call Types and Why a BDC is Best






The 5 Car Dealer Sales Call Situations (and why a BDC is best) With today’s connected customer, there really are only a few types of phone calls your team will find themselves involved with. Gone are the days of a customer phoning and saying, “I need something good on gas for under $8,000; what do(…)






Is Duplicitous Pricing Good Business?






In a transparent, information-rich world where showrooming is commonplace, a pricing tactic used by many retailers seems strangely shortsighted. For lack of a better term, let’s call this shortsighted pricing practice “Duplicitous Pricing” or DP for short. Simply put, DP occurs when a retailer posts one price in their store while maintaining a different price(…)






Are Car Dealer Online Service Scheduling Applications Chasing Customers Away?






  Let me start this post by stating unequivocally that I am big fan of online service scheduling applications for car dealers. When set up correctly, these little tools can save you and your customers the headaches and hassles of numerous service phone calls. When set up correctly. Without getting into the weeds, suffice it(…)






Car Dealer BDCs: A Veritable Den of Thieves for Many Dealers






The Great BDC Robbery: How Reconciliation Allows Your Business Development Center to Steal from You Do you have any idea what your BDC is doing right now? A few weeks ago a general manager I’ve known for some time was bragging about the performance of his group’s Centralized BDC. He was almost gushing about how(…)






I Will Never Own a Self-Driving Car (and Neither Will You)






Self-Driving Cars: Why you will NEVER buy one… There’s been a lot of talk and press lately about the coming revolution known as the autonomous drive vehicle (a.k.a. self-driving car). It’s coming. You cannot stop it. Despite your personal feelings, we will have more than a few self-driving cars on the road in the next(…)






Lead Response: What’s the Goal?






  (Here’s another quick, helpful excerpt from the free 2015 Car Dealer Mystery Shop Study of more than 400 dealers.) What is the Goal of Your Team’s Lead Response? What should be your dealership’s goal when responding to e-leads? If the prospect is inquiring about a specific vehicle, should your goal be to have them reconsider(…)






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(…)






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(…)






Delta Comfort+ is not exactly First Class Lite






  Although presented as a sort of a “secondary first class” or a “first class lite,” Delta’s Comfort+ (nee Economy Comfort) is not as much of an upgrade as their marketing would have you believe: Sky Priority® Boarding? Okay, you might get on board quicker; that is, if you’re not already a frequent flier. Dedicated(…)






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(…)






What I Sincerely Hope My Local Car Dealer Can Learn From Tire-Rama






Before diving into this topic, I want the readers to understand why dealerships are so near and dear to my heart. While it’s true that I run a small company that provides technology and advertising services to lots of industries; I actually enjoy being in and working with car dealerships. You read that right: I(…)






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(…)






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(…)






The 10 Douchiest Job Titles in America






The 10 Douchiest Job Titles of 2012 For as long as I can remember I’ve wanted to keep my business cards free of my title. I feel this way for a couple of reasons: primarily, I don’t want those outside of my company getting hung up on my title; also, I really don’t give a(…)






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