5 truths we have learned about customer service as an automotive web provider.
Great customer service isn’t just about being nice to everyone (although it’s a good start!). We often are asked, “What’s your secret in this department?” And while we ARE just really nice folks here in Oshkosh, Wisconsin, here are some practical tips we’ve gathered from our experience as a website provider in the automotive industry. This entry begins a five-part series.
#5 – Be open when your dealers are open.
This one sure seems like common sense, doesn’t it? But in reality, it seems to be anything but logical in the world of automotive digital customer support.
Imagine this scenario: An Internet sales manager goes into work on a Saturday and suddenly realizes they forgot to send in a request to his web provider to post the details of their dealership’s big weekend sales event. Or worse yet, for the biggest annual 4th of July blowout extravaganza!
No problem, right? They can just get their provider on the phone (or shoot a quick email), pass along the info, and boom – the promotion will be on the site by the time the GM finishes their morning coffee.
But wait! They pick up the phone and hear the dreaded robotic voice say, ”Thank you for calling Company X. Our normal office hours are Monday – Friday. Please leave a message after the…”
What? How can our vendor not be open when we are?
Surprisingly, this is not an uncommon occurrence. With the pressure and time constraints that car dealers are dealing with these days, it is more important than ever that they can rely on their vendors to be available on their schedule. And that calendar includes Saturdays and a handful of holidays when the rest of the working world shuts it down.
Bottom line – A dealer’s website is its most vital sales appendage. When it requires attention, a dealer should expect that the company who built it is also available to support it. Dealers don’t work bankers’ hours. Neither should their website provider.
Coming Up Next: #4 – Get it done today!
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