If you are a salesperson or manager at an automotive dealership, do yourself a favor. Walk over to your receptionist and ask how they are doing and how their day is going. Engage with them. Connect with them. Empower them.
For more than two decades, companies have embraced the unofficial holiday of "Employee Appreciation Day", paying tribute to their employees on the first Friday of March. Companies around the world are showing up today with donuts, balloons, and pizza with the goal of showing appreciation for their employees. Here at CallRevu, we believe that people are any company's best asset and greatest differentiator. We are incredibly grateful for our team and take pride in how they serve our clients and one another. That's why our goal is to celebrate them throughout the year. This doesn't mean throwing a party each day, but instead building a culture of appreciation and investment across the entire organization.
While you were enjoying beer and wings watching the Eagles dethrone Tom Brady last night, CallRevu was busy analyzing call data to see if phone performance and football plays have anything in common. It turns out, the list of commonalities is a long one, starting with the fact that Callrevu’s Pennsylvania dealers set more appointments on connected calls than New England dealers do. Sorry, for the double whammy, New England! The good news is CallRevu is here to help turn every dealer into a Super Bowl caliber business, starting with what it takes to build a team, attract the very best players, and inspire winning performance for your unique line-up.
Profiling BDC Agent Applicants as part of Your Hiring Process
Performance data reveals where your employees will shine when you analyze and act upon it. Consider “Fred” a low producing sales guy. He sells the least amount of cars and seems disinterested in his work. Then one day you hear Fred taking a phone call and he is enthusiastic, makes a connection with the caller, and has a terrific attitude! You assume Fred has changed, but it’s not Fred that has changed, it’s the position. Fred is excelling at a task that’s better suited to his personality and preferences.
As car people, we all know that timing is crucial for our current or potential customers. Learning about missed opportunities hours or days after they happen doesn’t help us. It is the opportunity that happens in near real-time that sets us apart from the competition. Are you going release the fish you just caught, ask the fish to swim around the same area for a few hours or days, and then try and catch them again? If you said yes, we’d love to see this in person.
NADA’s fourth annual Dealership Workforce Study recently reported the annualized turnover rate in the average car dealership’s sales department was 72%, an increase of 6% from a year earlier. Reasons for the increase included half of all new dealership hires were millennials, generally aged 18 to 34. Many dealers experienced high turnover in part because of millennials taking entry-level sales jobs and deciding they didn’t like the work.
Monday’s blog discussed ways you can set your receptionists up for success, but we want to take time to give thanks to our receptionists today on National Receptionists’ Day for the many contributions that they make to your dealerships.
These are just a few of the reasons receptionists rock:
At CallRevu, we champion the importance of your phones, so it should not come as a shock that we also understand the importance of the people who answer those phones. This Wednesday, May 11th, is National Receptionists' Day. A day that should be used recognize the contribution your receptionists make to your entire business everyday. Take time to celebrate the people who do everything from mastering phone skills, to preventing phone traffic jams to turning a grumpy caller’s frown upside down.
As we arrived at the Final Four teams that will battle it out for the NCAA basketball championship you probably had some strong feelings about your bracket. Whether it was elation or frustration, the depth of those feelings can only be compared to one equally exciting and important turnout - your dealership’s CSI scores. Just as the health of your bracket depends on how well your teams played, your CSI scores depend on how well your employees deliver an exceptional customer experience.
A key point of differentiation for car dealers is customer experience. The one thing that all dealerships have in common is they strive to be the best in service. There are many elements that drive positive customer experiences: free oil changes, tires for life, financial incentives, and other nice perks. However, the most important asset you have in shaping a customer centric environment is your own people.