We all know that the world of businesses is happening around us, and we know we can’t ignore that. However, just like every aspect of life, sometimes we all need a reminder.

In business we all face challenges and with each one, we are presented with a whole new toolbox of opportunities.

System integration could be the biggest tool you have, even if you don’t know it yet. As the old saying goes “Jack of all trades, master of none.” We know that we all could start offering extra services in different areas, because we have come to know an awful lot about different businesses, but the best forward-thinking companies choose not to pursue them. Why?

The simple answer is that they are specialists in their field, and when a customer requests a different service to what they specialise in, they go out hunting for a company that they can integrate with who are specialists in that area.

Just like building a house you wouldn’t get a bricklayer to do the electrics, you would contract an electrician to do that. Similar to building a business you can go out and find other companies to do the things you may not be as good at or have time to do.

This enables you to provide an outstanding service to your customers. Through integration, companies work together, helping each other grow. Improving your services at a favourable rate while they gain customers through integration, and you add value to your existing customers.

At JudgeService we shine the light on integration starting with our CRM partners, companies such as Navigator, AutoSLM, PBS, EnquiryMAX and more.

These companies enable us to close the loop on our data.
We can access and process data more efficiently, reducing the pressure on time for our support teams. So, they can concentrate on their core function, customer support.
Integration allows us to send valuable data back to the CRM platforms in real time,which creates tremendous value to our clients, their customers and the CRM companies.

We don’t need to make people duplicate work anymore, there is no need for 16 different systems to access one customers detail. We are past all this.
Our time is valuable and so is our customers, so stop wasting time on things that can be automated and work together to grow and provide value to your customers.

I am going to wrap this up by summarising the benefits of integrating with third-party companies just in case you are still not convinced it is a brilliant process.

• Time
• Value
• Insight
• Stickiness
• Efficiency
• Outstanding customer service

If you would like some tips on how to integrate with third parties, please feel free to ask me how we do it at JudgeService.

Thank you

Brogan Brogan@judgeservice.com

We know that Satisfaction drives speed of sales

There is a direct correlation between the number of days it takes to sell a car and the level of customer satisfaction.  A dealer with a promoter score of 30% will see cars stay in stock for just over 46 Days, whereas a score of 70% will be 34 days.  90% promoter score brings it down even further to 28 days.

In effect this creates additional sales “days” as a “free hit” – more sales requiring no further capital.

To download our white paper click here.

Contributors to Satisfaction – Micro-moments of Truth

So, it makes sense that better customer satisfaction as judged by either promoter score or the percentage that would recommend drives sales.  Happier customers are more likely to buy more quickly.  But what are the key areas that influence these scores?

To download our white paper visit https://business.judgeservice.com/material/automotive/

First comes the salespersons attitude, followed by attitude at handover and then explanation of paperwork.

Micromoment                                  Promoter score after 5% improvement                   Days quicker to sell

Salespersons attitude                    18%                                                                                  5.3 days
Attitude at handover                      16.4%                                                                               4.8 days
Explanation of paperwork             15.8%                                                                               4.7 days
Mechanical standard of vehicle  13.3%                                                                               3.9 dayss
Cleanliness of vehicle                     13.1%                                                                               3.9 days
Choice of vehicles                           12.7%                                                                               3.7 days

Salespeople

The single biggest contributor to customer satisfaction is the salespersons attitude, with a 5% increase in promoter score moving metal 5 days quicker.  You can measure this for lost sales or for buyers as the salespersons attitude at handover is the second most significant contributor.

Whilst you can’t teach people to smile you can teach positivity and you can use our surveys and  certainly train how to explain paperwork, financial documentation and why they’re important and being done.

For more information contact me, neil@judgeservice.com, call 01423 225166 or visit our website:

If you are worrying about how you will hit target this September, then these tips are for you.

After reading this blog you’ll kick yourself and wonder why it has taken this long for you to do something about it. However, the key is not just to do the actions required but do them properly and professionally, not half hearted.

I know you try and look after your existing customers; you may give them a call once a year to wish them a Happy Birthday or send them the odd promotion leaflet.

But is this enough to keep them engaged and loyal to you?  I would argue that it’s not.

1. Start with service

So, here is my first tip to keep your customers engaged and give them no reason to go to your competitors. When a customer brings their old car in for a service, 9 times out of 10 they will have a look at the stock you have. Why not offer to appraise their car? Work out what the cost to change would be, offer them a test drive while they wait and as clever way to build up an appetite, park their old car next to the spanking new one in the car park?

2. Finance is your friend

On average 91% of your customers will buy on finance. A large chunk of them will be on PCP. This means that dreaded balloon payment becomes your friend. An agreement that you can monitor, this will allow you to see when they can change and when they must change, unless they want to pay a large amount of money. Even if they are prepared to pay the money wouldn’t they rather use that as a deposit on a shiny new car?

Once you have found the golden nuggets, don’t stop there. Why should they come back to you?

3. Emotion

Use the fact its September. People love having the newest high-tech things. In fact, 90% of people will buy on emotions. The way you make them feel when they are looking at the car will play a huge part in their decision. Talking to their imagination using their emotional connections, is a sure-fire way to maximise sales. Don’t ignore emotion. 

4. Professional Prospecting

Create the atmosphere. They are special customers. Make sure they feel that way and turn them into loyal customers.

You can do this by creating a VIP event, exclusively for existing customers.

Use a professional prospecting service. You will be surprised how much of a difference this makes. Adding to the feel of exclusivity you have gone to great lengths to ensure they know they can change their car.

The JudgeService contact centre provides this service for our clients.

Our latest case study shows that when we contacted 311 existing customers 116 made an appointment! That’s a 37% conversion rate.

116 hot leads!

5. Sometimes we all need a little reminder

We can put all the work in to get the appointments but, don’t let your foot off the gas just yet.

Often, we make the mistake of booking an appointment, taking it as gospel and then wonder why we get “no shows”.

Look at it from a different perspective, you book a dentist appointment or a hair appointment and the day before you get a friendly reminder to tell you that the business is looking forward to seeing you at a certain time.

I don’t know about you, but I am always hoping for that text just to make sure I have the right time or even date.

Why should your customer be any different?

A JudgeService gentle reminder call.

“Hi Mr Jones, we are looking forward to seeing you Saturday @11:15am

Just to make you aware there is free parking at the front of the building and Jack will be waiting in reception to show you around the new cars”

Ensure you give everything you do 100%. Remember, these are your customers, don’t give others the chance to take them away.

If you would like to know more, contact me Brogan on Brogan@judgeservice.com

Thank you

B

The good news is I can show you a proven way to increase your sales by 11% without the BS of heavy marketing cost, oh, and the dreaded open boot, balloon hanging sells cars ancient theory.

Yes, you read it right! I can show you how to increase sales by 11% and the best part about it is, it’s by using all of the tools you currently have.

Who would have thought that on average 36% of your customers that did not buy were still in the market? Well, I can tell you they are!

Newsflash to you and all your “tyre kicking friends”; JudgeService have found that these customers are genuinely in the market to buy a car and 11% of them then go on to buy.

So, I guess the elephant in the room is how have we done this? Simple-we just picked up the phone and asked them. We asked them are you still in the market? We asked them why did you not buy? We asked them would you like the dealer to contact you.

Now there’s no doubt we get a better response rate because we are a trusted third party or you could even say that we are automotive specialists working in an insight business.

But the reality is we called your lost leads and found the magic key to increasing your ROI, and in the meantime, we found out the areas you can improve:

• On average 29% of the customers were not offered a test drive! (Bums on seats people!) it’s the golden oldie
• 35% were not offered finance? I mean why? You make money and the customer leaves in a lovely car that meets all their needs for a payment they can comfortably afford. We are all winners.

I guess the moral of my story is that the customers are there, they are in the market; the question is do you have the time or the skills to convert them into sales?

Thank you

Brogan