It’s all hands on deck! All hands to the pumps! Damn the torpedoes, it’s full speed ahead! Use any cliché you wish, but right now is not the time to sit back and blame the health crisis and economic downturn for lost sales and service business this month.
This emergency calls for positivity, action, and clear thought. Most states have deemed service operations at automotive sales and service centers as essential businesses.
So let’s look at service and how to maximize the traffic you are getting.People are home, and may have put off needed service because their calendar was full. Also, now is a perfect time for your customers to get the necessary open recall work completed.
Inbound service calls to the dealerships are off only slightly in some areas and significantly depending on where a dealership is located. Dealers that are open and taking inbound calls say customers want to know three things: Are you open? What precautions are you taking to ensure the health and safety of them and your employees? Finally, they want to know when they can schedule an appointment.
Be sure to utilize your website and Google business page to instruct consumers on your hours of business and safety measures. Put it front and center. You must make every effort to be sure no call is lost, dropped, or abandoned. Period. Have policies and procedures in place to pick up and deliver vehicles when possible.
“Now is a perfect time for your customers to get the necessary open recall work completed.”
It’s a great time for outbound calls. It’s likely, because of work-at-home and shelter-in-place orders, and frankly, boredom, people will answer the phone. Because of slow sales, your staff will have the time to make them. Again, serve, don’t sell. Work your open recall list. It’s a perfect time to get the customer motivated to take care of these essential service issues. Don’t ask about oil changes and tire rotations. That call is not likely to be well received. If a client doesn’t have an open recall, call to engage them. Let them know you’re open in the event they need service and if you can sell, you have the inventory they need, and manufacturer programs that are very exciting.
We want you to know, we are here for you, and should you have any questions, or need ideas or suggestions, we can help. Just visit https://www.bdcexperts.com/live-telecast, drop us a note, and let us know what you need. Be healthy and stay safe.