A word from our founder, Chip King:
By now, I am sure you agree call monitoring (we will define this as human summarization of specific calls to your business) is of great value. If you get a statistically significant percentage of your calls summarized, the ROI can be big. Gaining vision into who is handling your calls, how they are being handled, and which calls create appointments and/or create leads in your CRM is key.
A word from our founder, Chip King:
The obsession with technology, particularly smartphones, has changed the world as we used to know it. Just look at the difference between the crowd in front of the Vatican from 2005 and now.
But, even with the focus on the phone increasing so dramatically, the automotive industry may be no better today than it was 10 years ago, and a lot of that is because there are dealers that are still not utilizing a call monitoring service! We know, we can't believe it either.
The cool part? The dealers utilizing our call monitoring solution sure have improved!
“I reserve the right to run my dealership”
When I heard these words spoken by one of the most profitable dealers in North America, they literally exploded in my ears. And, since I am a one trick pony, I immediately morphed them into the focus I am most passionate about: the phone.
Getting best-in-class call monitoring is easier than you think.
Did you know that you can add CallRevu’s complete call management service, and still keep your existing tracking numbers?
You spend, on average, $350 per vehicle sold on advertising. Nearly every one of those dollars is designed to make the phone ring. The rubber meets the road when that call enters your dealership...but you know that.
Your customer’s journey is key to improving connectivity and delivering an exceptional customer experience.
Chip King, Founder of CallRevu, echoes the importance of phone leads with a story from when he started in the car business. In 1977, the owner of his first dealership gave him some great advice; “That phone on your desk is the ‘Golden Instrument’; if you understand how to use it, you can’t fail”. Almost three decades later, his advice still rings true.
“Customers are ninjas.” They stealthily evaluate everything about your dealership through myriad touch points.
Jay Baer, author of Youtility, says “60% of the decision is made before the prospect identifies himself. Sixty percent of the decision is made BEFORE a call, or an e-mail, or an entry into your lead tracking database.”
We’re already 2 weeks into the New Year and resolutions have been set, broken, tweaked, reset, and broken again. What’s the reason for the vicious cycle that seems to occur every year in January? Resolutions are typically big bold goals that oftentimes are equipped with lofty objectives for being better and doing better. Rather than looking at each new year as an opportunity to wave a wand and transform yourself, consider committing to a small series of wows throughout the year.
Small wows? Incremental advances that produce transformational results. When Disney wanted to make their resort experience more magical, they challenged every member of their staff, from executives to support personnel, to come up with new ways of improving each guest’s visit. To differentiate in the industry, you need to commit to upping the ante with an everyday verse annual strategy.
These are recommendations or guidelines that have proven to be successful across various dealers within our dealer body and are proven to maximize the impact and profitability of the CallRevu tools.
The Profits of Service
In today’s competitive marketplace many dealerships will rise and fall on the revenue generated by the Fixed Operations division. Additionally, the future success of the Sales side is directly related to the service experience your callers receive.
About two out of every three callers reaching your dealership will ask to speak with someone in Service or Parts.
Unfortunately, 20 percent of these callers will never reach the department or agent they need to assist them with their needs.
Today’s consumer values time, quick responses, and good relationships more than ever. A missed call, a promised “call back,” or an unintended connection to a voice mail system could lead to significant loss of revenue. A dealership with proper phone processes in place can ensure that not only is their service exceptional, but so is their income potential.