Increasing Service Traffic

[vp]

We have 14 Dealerships. We are conducting a meeting with all of our Managers. I am looking for companies that would like to present their ideas to our Managers on the subject of increasing service traffic.

I am looking for something unique and different. We already do the solid basic standard activities ie: Direct mail service follow up realizing return rates of 28% to 54% - Calling all customers within 72 hours of their service visit from our Corporate Call Center - We do additional direct mail pieces with various offers and discounts.

Are dealerships are located from California to West Virginia.

Please e-mail me if you think you have something that can make a difference (jastarkey@martingp.com)

Thanks

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[mlpaytonsr]

I would recommend a unique approach to doing business.

Several key analytical exercises can identify the steps necessary in a very short period of time.

There are many systems that will increase your traffic. Even some that are paid for by your customers.

I may have a solution, if interested, write back.

Regards,

ML

[This message has been edited by robc (edited 11-12-2003).]

[robc]

and the solution is????

[robc]

Ah the power of the all seeing moderator ... kind of sucks doesn't it Listen everyone by now knows we don't allow outright advertising on the board. The two posts that came along with "write me for more details" are just that. Plain and simple, these boards are not lead generation tools for vendors - period. If someone has product then great, explain your product in objective and technical terms and I will usually allow it.

However it your whole post is essentially "ask me how to lose weight" then it's going to get canned, edited, or otherwise trashed. I mean it is my board and I am not posting a reponse like "go over to our reports website and buy the book."

So to help out here's three ideas off that I usually go for. I like the products by both carabunga if you're on NewGen and MyCarPage if your aren't. Very worthwhile direct marketing tools.

Second idea - an open house - like recall Saturday, free inspection Thursday, something like that. Think of the event like the new owner clinic without the new car stuff.

Third, look at products like R&R intellipath - essentially like those coupons you get at the cash register at the grocery store. What could be better than to say, "Mrs. Jones when you come in next time for our oil change you'll probably need new brakes and here's a $15 off coupon on the back of today's receipt."

Anyway, I hope a couple of actual ideas help.

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** Rob, Editor Dealersedge/WD&S **
Help is only a message post away!
robc@dealersedge.com

[This message has been edited by robc (edited 11-12-2003).]

[Michael White]

Our dealership has had 40% growth each year for 2 years. We sell more accerssaires than any GM dealership in northern/central California , and not just GM stuff. Its lots of work but has added $1 million in sales so for this year. Truck buyers want flash and uniqueness. Give it to them.
Another thing that we have started using is a computer system to do followup calls, notifications, service reminders, emails, etc, for just about anything you want to program it to do. Can do about 800-1000 phone calls a day. Say you have a major recall. the system can be programmed to call all the poeple you have your R&R system you have programmed to flag a campaign. If you want to program the system to call, email, write a letter to 500 truck owners in your system with over 80,000 miles that are in your data base, it will do it. Just select what you want to tell the poeple. maybe a special trade in policy for new car sales, maybe to offer them 10% off services because of their age. It is very flexible. Or maybe you just want to tell them you miss them, and please give us a call. there are several companies doing this. Find them and see what they can do for you

[David Cates]

Michael:

Can you send me an email with details to get in touch with you?

You can send me an email thru my profile.

David

[dodgeboy]

MICHAEL, I WOULD BE SUPRISED IF THAT PROGRAM YOU HAVE DOESN'T VIOLATE THE FEDERAL TELEMARKETERS "DO NOT CALL" LAW IN SOME WAY. THERE ARE OTHER POSTS UNDER THE PARTS MANAGERS TAB NOW, AND I THINK THERE WERE SOME IN THE GENERAL MANAGERS AREA THAT ADDRESS THAT ISSUE. IT SOUNDED LIKE A GREAT IDEA IF THE FEDS HADN'T ENACTED THE NEW LAW.

[David Cates]

As long as you are contacting those within the prescribed time limits you are ok.

We have been delivering this solution for several months now. We mostly communicate with dealership customers who are currently doing some type of business with the dealer (i.e. cars in the shop, parts ordered, svc appts, etc...), but as long as those you are contacting fall within the established federal and state "business relationship" time period, you are ok.

[Michael White]

Dodgeboy,

Our system has probably made 4000 phone calls to our customers. Only one grouchy old giezer complained. the vehicle called him to tell him his vehicle was ready, when he already picked it up and was home. He was waiting and did not want to waite for the paperwork to be processed. We had a sublet problem. but this man woudl have complained if we gave him $25 but we did not give him $30. customers seem to like it. they think it is unique and like the backup. The real great thing about it is if your dealership has done a great job on email addresses.

[smarttech]

I hope the moderator approves. Our company custome builds a rewards program using smart cards, kiosks, the internet, point of sales materials(brochures/banners), in depth management reports to accomplish 4 goals.
1)Sell more vehicles by differentiating your dealership(ie $3000 package of incentives and potential accruals)
2)Increase sales to service retention by having sales present the product, offer bonus incentives for services and e-mail/track first appts.
3)Increase penetration of services through presentation and accrual opportunities
4)Resell that customer by maintaing them in service and buiding a next vehicle accrual amount earned through service and good only for a vehicle purchase at your dealership.

You may have heard of a few vaguely similiar products. Not at our price with our comprehensive program and technologies. E-mail me with any interest @ sales@smarttechenterprises.com