The most important aspect of growing customer loyalty is a leadership style that combines humility with a passion for great customer experience. A leadership style of humility means that you never take customer loyalty for granted.
Tracking the service department’s effective labor rate can offer valuable insights, but only if managers understand how the ELR is being calculated. Once the ELR is properly identified, the management team should look for areas to improve upon.
Ideally each department would work together for common dealership goals. But conflict arises when we are trying to do our different jobs in sales, service, parts and accessories. So, it’s up to management to use each squabble as an opportunity to strengthen the internal processes.
In recognition of the Great Recession’s impact upon dealerships, now 10 years in the rearview mirror, RV PRO sought out dealers who survived the economic downturn to find out how it impacted their respective businesses, to chronicle their strategies for staying in business and to share their success stories.
In a retail operation, prospects and even suspects, may walk into your sales center. The difficulty then becomes focusing your sales teams to ask the right questions to quickly move the leads into the right path, so that their time can best be spent with qualified leads and buyers.
Training of all dealership personnel is crucial if you intend to succeed in this industry. You wouldn’t think dealers would put an inexperienced sales person on the sales lot by themselves, yet I have seen this time and time again.