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Derrick Woolfson

Derrick Woolfson Business Development Manager

Derrick Woolfson Blog Posts

What's the Deal With Split Deals?

What's the Deal With Split Deals?

We have all had one time or another where we had to split a deal. Splitting that deal, however, was often easier said than done. Once we had an agreem…

Top Reasons to Avoid the Island Mentality When it Comes to Meetings

Top Reasons to Avoid the Island Mentality When it Comes to Meetings

Week after week we have the same meeting at the dealership. That is the GM sitting down with each department manager to review where they are at, projectio…

Leadership is not About Managing: Top Reasons to Empower Your Managers

Leadership is not About Managing: Top Reasons to Empower Your Managers

It can be easy as a GM to sit there and make all of the decisions for the dealership; managing everything from sales, service, marketing, and the hiri…

Top Things to Consider When Implementing A New CRM

Top Things to Consider When Implementing A New CRM

The idea of implementing a new CRM on the dealer level can seem intimidating, and rightfully so! There is an incredible amount of work involved when implem…

Notification Overload! Top Reasons to Avoid the Clutter.

Notification Overload! Top Reasons to Avoid the Clutter.

It is not uncommon to receive over sixty plus notifications per day on your cell phone. As one can imagine, it can become tedious to filter through al…

Top Reasons to Avoid Rushing A Sales Campaign

Top Reasons to Avoid Rushing A Sales Campaign

At one point or another, we have all experienced the moment where the sales manager or GM asked us to put together a sales blast on a moments notice! That …

Best Idea Contest 2018: The One that Caught My Attention

Best Idea Contest 2018: The One that Caught My Attention

The Best Idea contest is one of my favorite events at DSES. It is always refreshing to see new and innovative ideas presented by those who also work o…

DSES 2018: Take the Time to Plan for the Future!

DSES 2018: Take the Time to Plan for the Future!

One of the things I like most about the DSES conference is that it ‘recharges’ my batteries after spending three jam-packed days full of a…

How Much is Your BDC Agents Overtime Truly Costing Your Dealership

How Much is Your BDC Agents Overtime Truly Costing Your Dealership

Designing a pay plan focused primarily on commission on the dealer level is not uncommon; in fact, the entire premise of the pay plan is “the more ap…

Are You Burning Your Sales Managers Out?

Are You Burning Your Sales Managers Out?

It is easy to look at a few reports and come to a conclusion that your sales managers are just not cutting it. That is everything from their closing r…

Are You Logging All of Your Customers in the CRM?

Are You Logging All of Your Customers in the CRM?

In a perfect world on the dealer level, each customer that visits the dealership would be logged into the CRM. However, we know that this is not the case, …

Top Reasons Your Up-Selling Isn't Working

Top Reasons Your Up-Selling Isn't Working

With Fixed-Op’s carrying the weight financially for dealers it is essential that your service advisors upsell product in the service lane. That …

Work-flows Do Not Always Work. Top Things to Consider When Answering Leads.

Work-flows Do Not Always Work. Top Things to Consider When Answering Leads.

There is not a lot of flexibility when it comes to customizing a work-flow in many of today’s CRM’s. Where in many cases the standard work-flow…

Global Dealerships. What is the Difference?

Global Dealerships. What is the Difference?

One of the things I enjoy most when traveling abroad in Europe - Greece, Italy & France -  is taking a closer look at their automotive trends. Tha…

Were Your Labor Day Sales A Snooze?

Were Your Labor Day Sales A Snooze?

There is always hype in retail when it comes to the holidays. That is our mindset as an industry - the idea that our customers are eager, ready to shop for…

Top Reasons You Need A Second Chance Finance Program

Top Reasons You Need A Second Chance Finance Program

A solid second chance finance program on the dealer level can be quite profitable. But in many cases, the program falls apart in which case the dealer shie…

Top Reasons Your HR is Affecting Your Leadership Development.

Top Reasons Your HR is Affecting Your Leadership Development.

Leadership development is not limited to your sales managers on the dealer level. Your HR department can have a profound impact on your entire organization…

A Leader Does Not Need to Take All of the Credit. It's Not All About You.

A Leader Does Not Need to Take All of the Credit. It's Not All About You.

We have all worked with that one manager who thinks extremely highly of themselves. Making sure that you are not just aware of it, but that if you do …

Are You A Manager or A Leader?

Are You A Manager or A Leader?

Having the right leader in place on the dealer level can make or break the dealerships bottom line. Knowing that for every employee who quits costs the dea…

Top Reasons Managers And Employees Do Not Get Along

Top Reasons Managers And Employees Do Not Get Along

Managing is not easy. There are several components that make for a successful manager and employee relationship. Knowing that everyone has a distinct perso…

The Ultimate Guide To Structure An Effective Sales Meeting

The Ultimate Guide To Structure An Effective Sales Meeting

A sales meeting should pump your team up not deflate them. Where they leave the sales meeting feeling defeated. Part of what makes a sales meeting successf…

6 Tips for Dealing With Difficult Employees. Are Your Buttons Jammed?

6 Tips for Dealing With Difficult Employees. Are Your Buttons Jammed?

Let’s face it. We have all had that one employee that has jammed every one of our last buttons. Pushing us to the edge as we question ourselves. Aski…

Top Reasons Your Sales to Service Handoff is Not Working 

Top Reasons Your Sales to Service Handoff is Not Working 

Knowing how long it can take to make the sale and the sheer cost of acquiring the customer - it's surprising that more dealers do not take the tim…

Response Time: Top Reasons for Quality vs. Speed

Response Time: Top Reasons for Quality vs. Speed

In a perfect world, all leads would be answered immediately, and the appointment would be booked . Soon to be a sale. However, the way we approach the resp…

You're Closed? Top Reasons to Check Your Search Results!

You're Closed? Top Reasons to Check Your Search Results!

When is the last time you searched for your dealership in a search engine? If you cannot remember. Perhaps it is time to take a minute and search for your …

The Click that Didn't Stick: Top Things to Check When Struggling With Conversion!

The Click that Didn't Stick: Top Things to Check When Struggling With Conversion!

There is nothing more frustrating - or so it seems - than to search something, get a result, but once you clicked through the page does not have anything t…

The Coupon Search: Top Reasons Coupons Are Not Limited to Just Email Campaigns.

The Coupon Search: Top Reasons Coupons Are Not Limited to Just Email Campaigns.

Dealers spend hours planning marketing campaigns and coupons months (even business quarters) ahead of when they will be released. With the hopes that there…

Show Me What I'm Searching For?! Top Two Must Haves

Show Me What I'm Searching For?! Top Two Must Haves

It is hard sometimes to imagine what the average customer searches for regarding services when you are on the dealer level every day. But if you take …

Top Reasons Your Pay Plan is Hurting Your Hiring!

Top Reasons Your Pay Plan is Hurting Your Hiring!

Regardless of which industry we are discussing most sales & service jobs (if not all) have a commission based pay plan. The purpose, of course, in havi…

Top Reasons Your Auto Emails Are Failing

Top Reasons Your Auto Emails Are Failing

At first glance sending an automated email seems like the perfect thing to do! Where it becomes turn-key, and you do not have to rely on your sales manager…

Are We Getting Social Media Wrong?

Are We Getting Social Media Wrong?

OEMs and Dealers have yet to idealize or define what social media means in regards to the brand identity or reputation management. So it is no surprise giv…

Declined Services: Top Reasons to Get in Tune With it!

Declined Services: Top Reasons to Get in Tune With it!

When is the last time you looked through RO’s to see how many services had been declined? Or whether or not the advisor even offered the service vs. …

Top Reasons Your CRM is Hurting You!

Top Reasons Your CRM is Hurting You!

Not all CRM platforms are created equal. And given the CRM is the foundation for many positions such as BDC, Sales Consultant, Sales Managers, Service, Equ…

Top Reasons to Have An Onboarding Process!

Top Reasons to Have An Onboarding Process!

Having an onboarding program for any of the positions within your dealership can not only save hundreds of thousands of dollars. It can also significantly …

Too Much is Too Much! Top Reasons Less is More

Too Much is Too Much! Top Reasons Less is More

If you your website has more options than a dinner menu (without sharing actual information) you might have too much going on. Sure, we like options. …

Reviews Don't Write Themselves!

Reviews Don't Write Themselves!

Having a 1000k+ reviews is a huge accomplishment! It is something to admire, really. However, what is more important is that you are continuing t…

Turn Time: Top Reasons to Keep it Moving!

Turn Time: Top Reasons to Keep it Moving!

It is not uncommon for the sales manager to put the pressure on the service manager to get the vehicle through the shop. Knowing that for every additi…

Top Things to Consider When Creating an Email Campaign

Top Things to Consider When Creating an Email Campaign

A little over a year ago I wrote  Emails are Here to Stay. To this day, email marketing is still relevant and an integral part of marketing. However, …

Top Reasons to Avoid Buzz Words: aka "Dear Valued Customer"

Top Reasons to Avoid Buzz Words: aka "Dear Valued Customer"

Dear valued customer.  Okay, let’s back-up one step. For those that receive emails or letters that say “dear valued customer” d…

There's A Line for That: Top Reasons to use Local Provisioned Lines!

There's A Line for That: Top Reasons to use Local Provisioned Lines!

In a recent blog post, I discussed the importance of listening to your team's phone calls. The idea that it can assist us in working with our empl…

OEM Leads: The Good. The Bad & The Ugly

OEM Leads: The Good. The Bad & The Ugly

Lead generation remains a hot topic as it should! However, the issue itself has not evolved much. Wherein, the same answer is offered - noting that Dealer…

Email Overload. Stop Over Sending!

Email Overload. Stop Over Sending!

There is nothing (I mean nothing) more annoying to a customer than getting multiple - pointless - emails both before and after their services. Not to menti…

Booking the First Service Appointment: Top 3 Things to Review

Booking the First Service Appointment: Top 3 Things to Review

There have been some great conversations highlighting the importance of scheduling the first service appointment. Posing the age old question who schedules…

Top Reasons to Listen to Your Calls!

Top Reasons to Listen to Your Calls!

Customer service is vital. We get that. But one thing we might not notice or suspect as much is the very fact that not everyone has proper phone etiquette.…

Top Reasons to Avoid Conquesting in Service

Top Reasons to Avoid Conquesting in Service

Contrary to the title conquesting in service can, in fact, increase revenue. However, merely increasing revenue can not only be short-lived, but it ca…

Does Your Brand Experience Meet the Customers Expectations? Top 3 Ways to Make it Happen!

Does Your Brand Experience Meet the Customers Expectations? Top 3 Ways to Make it Happen!

The Auto Industry is a world of its own. A world within the franchise arena. Yet each and every store has its own understanding, methods, and perspect…

Texting - The Good, Bad & Ugly Part Two: Where are the OEM's?

Texting - The Good, Bad & Ugly Part Two: Where are the OEM's?

The market for texting is still widely unknown, and what is known is held by the dealers who are either allowing their consultants to use their device…

Top Reasons It's Time to Breakup With Your Vendor

Top Reasons It's Time to Breakup With Your Vendor

Vendor relationships are business, and while that is not to say that relationships develop with the people you work with - at the end of the day, it is abo…

Trust Isn't Limited to Just Offering Pricing & Services Online

Trust Isn't Limited to Just Offering Pricing & Services Online

Trust is imperative as it offers the customer the peace of mind that they have made the right decision regarding the servicing of their vehicle. And while …

Customer Appreciation Days: In or Out?

Customer Appreciation Days: In or Out?

Who doesn’t like to feel appreciated? It doesn’t seem unreasonable to want to appreciate our customers, right?  Especially the ones who co…

Status Updates! Keeping the Customer Informed in Service!

Status Updates! Keeping the Customer Informed in Service!

Patience is a virtue. A virtue that many of us have trouble with including myself. And there is nothing more annoying than not knowing what the status is o…

2017 In Review: 5 of the Top Conversations

2017 In Review: 5 of the Top Conversations

2017 was full of surprises, twists & turns. All of which offered a year full of new ideas and perspectives. Everything from email marketing in both sal…

Merge or Not to Merge: Top Reasons to Merge Leads

Merge or Not to Merge: Top Reasons to Merge Leads

The CRM is vital to a dealerships growth and development. Housing all of the transactional data. Everything from leads, sold customers, unsold customers, a…

Service Appointments: Top Ways to Avoid Exiting Without Booking!

Service Appointments: Top Ways to Avoid Exiting Without Booking!

When is the last time you reviewed your analytics to see how many appointments were scheduled online for service? Making sure the advisor completes the app…

A Tentative Appointment is Not an Appointment: Top Reasons to Avoid this Approach

A Tentative Appointment is Not an Appointment: Top Reasons to Avoid this Approach

The goal is to book an appointment converting the phone-ups and internet leads into showroom visits. That goal, though can be hindered when the mindset of …

Top Reasons Not to Wash Your Customers Vehicle for Free

Top Reasons Not to Wash Your Customers Vehicle for Free

If you offer a free car wash for your customer and the OEM asks that question on their post-service survey - it’s probably a good idea to wash their …

Top Reasons to Plan Your Fixed-Op's Based on Sales Numbers

Top Reasons to Plan Your Fixed-Op's Based on Sales Numbers

Sales have a direct correlation to the volume of units that pass through service on a daily basis. So as you are planning for year-end and are looking to p…

Top Reasons to Focus On Selling Parts & Accessories

Top Reasons to Focus On Selling Parts & Accessories

Part & Accessories sales are not just transactions meant for repairs.  So few customers though are educated on what is offered online at the time …

What Has Your BDC Done?

What Has Your BDC Done?

BDC in the simplest form simply means Business Development Center. A department that is placed in the center of the business that develops business th…

Are You Using Internal RO's to Hit Your Numbers?

Are You Using Internal RO's to Hit Your Numbers?

We are all trying to hit our year-end numbers. And Internal RO’s are not a new topic. In fact, it is often a heated discussion that the fixed-ops and…

DSES 2017 - It's Not Just for the Executives

DSES 2017 - It's Not Just for the Executives

Driving sales Executive Summit isn’t just for the top level executives. It's also for the influencers. The ones that are working on the deal…

Top Reasons to Avoid the Coin-Operator State of Mind: Machines Don't Have Emotions

Top Reasons to Avoid the Coin-Operator State of Mind: Machines Don't Have Emotions

There is no doubt that money motivates many (not all) people. That said, the way you drive the advisor, however, should not be from the perspective of &ldq…

5 Things to Review in the Last Quarter: Avoiding Plan C

5 Things to Review in the Last Quarter: Avoiding Plan C

Another year has come and gone. The industry has seen ebbs and flows in business, and the service lane remains the dealers highest earning asset. As the ye…

Top Reasons Mystery Shops Don't Work

Top Reasons Mystery Shops Don't Work

Phone call quality is incredibly important, right? I mean the way your service advisor answers the phone - handling the customer - shapes the way the …

Dude, Where's My Car?

Dude, Where's My Car?

We have all been there one time or another. That moment of sheer panic as we can’t seem to find our car. As we scour all through the parking lot - sw…

Top Reasons You Need A Social Media Policy

Top Reasons You Need A Social Media Policy

Having a Social Media account is more than just adding photos, videos, or curating collective, effective content. Social media accounts develop, define, an…

Are You Plugged In? Top Reasons You Need to Join the EV Conversation!

Are You Plugged In? Top Reasons You Need to Join the EV Conversation!

OEM’s are continuing to develop Electric Vehicles, and while they are not dominating the market quite yet - it is important to take note on how …

5 Things You Shouldn't Have to Promise: Just Do it

5 Things You Shouldn't Have to Promise: Just Do it

The following Five golden rules should not have to be a promise made to your customer. Rather it should just be a part of your daily process in the servic…

5 Reasons Your Mobile Service Marketing Isn't Working

5 Reasons Your Mobile Service Marketing Isn't Working

  With the trends focused on increased mobile usage, it is important to note that with these trends come changes in how the customer *expects*…

Live Chat for Auto Dealerships: Why It's a Must-Have for Your Service Department

Live Chat for Auto Dealerships: Why It's a Must-Have for Your Service Department

Chat is nothing new to the industry. It is has been around for some time. Yet so many Dealers are still getting it wrong. Causing dealers to have a bad ta…

Top Reasons You Should Respond to Negative Reviews

Top Reasons You Should Respond to Negative Reviews

There are two sides to every story. We live in a world where the customer is not always right. However, we know first-hand that it is ingrained into our mi…

What is Your Brand?

What is Your Brand?

A brand is more than just your OEM’s logo slapped on the website or POP Marketing. In fact, customers know who your manufacturer is, but do they know…

Top Ways to Brand Your Service Center With Reviews

Top Ways to Brand Your Service Center With Reviews

Branding your Service Center is more than just having a “why service here” video on your website touting that you have OEM certified techs. Cu…

Are You Selling Service Contracts in the Lane?

Are You Selling Service Contracts in the Lane?

Several dealers reported record months in the service drive. With a record number of RO’s hitting the lanes each day, it is a gold mine for selling s…

Top Reasons You Should Extend Your Hours

Top Reasons You Should Extend Your Hours

There are a lot of costs associated with extending hours. However, with fixed-ops being the dealer's life line and main money maker, it seems like a no…

Are We Still Talking About Leads?

Are We Still Talking About Leads?

All we ever talk about - it seems - is response time, engagement rate, closing rate, set-rate, show-rate the list goes on. And while I am not saying that t…

Are Your Specials Hurting Your Goals?

Are Your Specials Hurting Your Goals?

Tired of not hitting your monthly goals? Frustrated that your specials aren't adding enough to the bottom line?  Now Imagine if you had an ap…

5 Ways to Hit Your Monthly Service Goals

5 Ways to Hit Your Monthly Service Goals

There is nothing better than hitting your financial goals in the service department! Especially considering that fixed-op's is the dealerships money ma…

Top Reasons You Should Have Service Pricing Online

Top Reasons You Should Have Service Pricing Online

We have all been there - that is trying to get a repair estimate, but are unable to find the pricing online!  And good luck calling the Service Center…

5 Ways to Run a Successful X-Change Program

5 Ways to Run a Successful X-Change Program

It is no secret that your service customers are valuable! And while there is a lot of debate on what the best practices are for “X-Change” prog…

Top 5 Reasons Your Advisors Need Training

Top 5 Reasons Your Advisors Need Training

In recent months the OEM has set new standards using KPI’s, which have set a new tone with the survey. Giving the dealer the dealer a new means of se…

This is the Right Service Lane, Right?

This is the Right Service Lane, Right?

We have all been there - well, those who haven’t are lucky or have done some seriously good research -  and booked a reservation online because …

Top Reasons Why You Should Offer Payments Online

Top Reasons Why You Should Offer Payments Online

Convenience is a luxury. A luxury that many people seek. So why then haven’t we offered a simple solution that not only gives into the customer's…

Texting - The Good, Bad & Ugly

Texting - The Good, Bad & Ugly

Texting is an integral part of business whether we like it or not. Texting is also not relevant solely because it's what Millennials want, either. In f…

Top 5 Ways to Be Competitive in Pricing

Top 5 Ways to Be Competitive in Pricing

The profit margins in the service lane remain high and are every dealer's biggest asset. Yet to maintain the profits we have to be competitive with pri…

iPads in the Service Lane

iPads in the Service Lane

In recent months, our OEM has been pushing the use of tablets in the service lane. Handling everything from the walk around, explanation of services, and c…

Top Ways Your Service Advisor is Hurting Your DMS

Top Ways Your Service Advisor is Hurting Your DMS

The DMS is the main house that stores all of your customer's information. Information that is used by all of the vendors you work with. Yet, the most i…

5 Things Your Service Customer Isn't Telling You

5 Things Your Service Customer Isn't Telling You

Customers - just like the advisors - often think one thing and say another. To alleviate the guessing games and unnecessary drama here are the top five thi…

There's an Excel Sheet for That!

There's an Excel Sheet for That!

Reporting is essential for understanding what your ROI is, right? So why then are we wasting several hours of your managers time creating reports (using Ex…

Recalls = Money

Recalls = Money

Recalls are easy money, right? Several dealers are already taking advantage of recalls as a means of up-selling other services. Including the sale of a new…

Your Plumber is your Doctor?

Your Plumber is your Doctor?

People (and yes, *many* not just the millennials) will forgo their favorite store to save a few dollars - so why do you expect service customers not to? …

Linked?

Linked?

Service Appointment Integration - how does your DMS connect with the CRM?  do you use another form of software? If so, how do they connect? Do you hav…

What Are They Saying About You?

What Are They Saying About You?

Reviews and social presence are an integral part of doing business in the digital world we live in. Collecting those reviews, however, is the challenging p…

Videos Still Work, Right?

Videos Still Work, Right?

      There have been several rounds of conversation in regards to videos. Namely, videos are the new it factor when it comes t…

Thank You. No, But Thank You!

Thank You. No, But Thank You!

      How many Thank You’s is enough? Do we say thanks so much that we become desensitized to what “thank you&rdquo…

Appointment!

Appointment!

      There is a lot of conversation surrounding the appointment. Namely, how to ask for the appointment when corresponding via…

No Response?

No Response?

      I am not sure what’s worse the customer reading an email and not responding or not reading your specially written e…

Emails Are Here to Stay!

Emails Are Here to Stay!

      Have you ever found yourself writing what you think to be an incredible email to only realize that the lead did not have …

New Month. Same Coupons. It Works Right?

New Month. Same Coupons. It Works Right?

      Using the same coupons every month works, right? I mean Bed Bath & Beyond does it - so why can’t we? Showing…

Responsive ? Now Let’s Everybody PINCH & ZOOM!

Responsive ? Now Let’s Everybody PINCH & ZOOM!

      How many service appointments does your dealer average on any given month? Chances are you might be missing appointments!…

Loyalty

Loyalty

I do not want to keep a loyal customer said no one ever! Somehow, though, dealers fall short of creating, implementing, and executing a successful loyalty …

OP-CODES?

OP-CODES?

      At one time or another, we are all (assumably) guilty of running the same service specials online month to month. Asking …

Take me off the List!

Take me off the List!

      The last thing a dealer wants to hear is “take me off of your marketing list.” Each and every time you get th…

Health Exam?

Health Exam?

      January is full of resolutions, which often fail because there were either too many resolutions or there wasn’t eno…

Free. What It Is It Good For?

Free. What It Is It Good For?

      Is a free oil change the only way of getting customers to return to your dealership? If so, chances are you have other un…

Paid Fixed-Op's Advertising?

Paid Fixed-Op's Advertising?

With the cost of marketing in sales rising in turn offering dealer’s thinner profit margins – is service the way to capture new business by…

Service BDC?

Service BDC?

Fixed-Op’s arguably is the one department that keeps the dealer afloat absorbing the costs to run a dealership. It is also the one department that se…

10 Minutes & the Unforgettable Twitter War!

10 Minutes & the Unforgettable Twitter War!

        Waiting in line is fun said no one ever. So if we do not like waiting in line ourselves then what makes us thin…

Fixed Ops Marketing - Traditional Or Digital?

Fixed Ops Marketing - Traditional Or Digital?

Are mailers just as good or better than digital advertising? That was a question up for discussion recently. The notion that our customers become desensiti…

1000k Miles. 1000k in Savings. - oh, wait what about service?

1000k Miles. 1000k in Savings. - oh, wait what about service?

It is safe to say that servicing their new vehicle is not on the top of consumers’ minds during the buying process. That is not to say that s/he…

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