In 2019, dealerships have a lot of competition when it comes to returning buyers, servicing, and simple repairs. However, if you focus on the customer experience first, you’ll keep them coming back for years to come. Nowadays, it’s not just their time at your dealership that counts, but also their convenience when visiting your website or waiting for their vehicle to be serviced.
The auto industry is evolving every day, and the way your customers experience your business is changing, too. Below, we have four tips that will keep customers coming back to your dealership.
Prioritize A Simple, Effective, & Informative Online Experience
Obviously, smartphones are everywhere. We all know it, and because of this fact, the way customers experience your business begins with a Google search. Typically, they’ll see a list of businesses (on Google My Business) in their area that match what they typed in. They’ll go through, read reviews, look at pictures you upload, and then they’ll go to your website.
Customer service begins at first touch– your website. If it’s easy to navigate, provides useful information, and puts simplifying the customer experience first, then you’re much more likely to gain their business– and keep it.
Be Transparent With Customers
First and foremost, this will gain your customer trust. People know when salesmen are just trying to close a deal. It’s also safe to say many dealerships believe front end sales are where all of their money is made. However, in today’s market, it’s not so simple.
If you treat a customer well and prioritize their comfort, they’ll be more likely to come back for business and refer you. Beyond that, when you set expectations, provide exact costs, estimates, rebates, and work with them through every step of the process, you’ll develop a positive relationship.
However, as you’ll probably guess, this transparency doesn’t end with the in-person meetings. The best dealerships have software in place that will calculate everything a customer needs to know, instantly, for their purchase– including all of the things (and more) that we listed above. Whether it’s for service, or simply offering information, you can send out automated text alerts for customers to stay updated, giving them another easy way to connect with you.
Keep In Touch With Customers
Whether it’s through emails, texts, or phone calls, it’s important to check in with customers every now and then. This isn’t to suggest you should pester them on a regular basis (don’t do that), but sending out promotions every now and then is never a bad idea. Beyond that, if you have a social media page, that can be a great way to stay in contact with customers and provide updates on anything you’re doing that they may be interested in.
Have A Management Software System In Place
We touched on it a little bit above, but it’s crucial to have a system in place that helps make the customer experience as easy and informative as possible. In 2019, the majority of the most successful dealerships have a software system in place that not only increases operational efficiency, but also can create custom forms, email templates for promotions, provide customers with text message updates on services, and inform them of pricing and estimates on the fly.
AMT offers software solutions designed to make your dealership more efficient, provide your customers with the information they need, offer you better visibility, and give you peace of mind knowing that your back-office is always up-to-date and you’re building a positive relationship with customers.
ReconMonitor is a state of the art workflow automation software for auto recon, dealerships, and auto marketing companies. ReconMonitor dealership software decreases reconditioning cycle time and increases your control and profitability.