The Magical Phone

I am 100% sure that if you have worked in any sales role, you will have heard “the magic phone” saying before.
That awkward moment where you have been trying to get a hold of a customer for at least 3 days, sat at your desk prospecting day in, day out, because the customer told you they must sleep on it. Then, just before you go to add them to the missing person list forever, someone else calls them and they magically pick up the phone.

Oh, the irony of that situation. But don’t worry, we have all been there and I am sure we will all be there again.
Now that we have companies like JudgeService who actively work to re-invigorate your lost leads you can guarantee that the awkward moment of your sales manager asking you, “how come you didn’t manage to get a hold of your own customer, but JudgeService did?” is here to stay.

Not only that, would you believe the “magic phones” we have in Harrogate, where the JudgeService call centre is based, now have the power to work efficiently with the reporting system and every Sunday night, generate a report of all the customers, that have been marked as a lost lead the week previous, but somehow the professional team have managed to convert and identifying them as wanting to buy a car from you.

As you can imagine Joe the General Manager thinks this report is the best thing since sliced bread. In fact, it is the highlight of his weekend. Joe loves nothing more than sitting in his state-of-the-art office with his bacon butty, black coffee and perfecting his look of pure disappointment waiting for you to turn up even 3 minutes late, so he can tell you how bad you really are. He will obviously go on to say JudgeService must have “magic phones” because they can get a hold of customers that you can’t.

Although that maybe some people’s reality there is a positive spin to the “magic phone” scenario, and that is money, hot prospects, and referrals.
If you really had done everything possible, and someone else managed to get a hold of the missing customer for you and found out exactly what they want to buy, and then handed it back to you, first thing on a Monday morning, surely that is the best Monday morning you could wish for? You could argue that they are better than PX leads, web contacts or even phone enquiries and you don’t even have to worry that they will be given to the top salesperson because they are your customers.

 I don’t know about you, but if I had the opportunity to start my week with even one hot lead, I would take the opportunity with both hands and run with it.

For more information on our “In The Market Report” please contact me at Brogan@judgeservice.com
Thank you

Shining the light on CRM integration.

JudgeService Partnerships

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

Micro moments of truth

authentic reviews

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:

5 key tips to unlocking September’s success.

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

Fed up of Pizza & Prospecting night? – Staying way past 7 to get that extra appointment that may turn up?

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

It’s your time to shine.

Featured

Brogan Huntington

5 Star Rating

It is arguably the best time to be in the world of car sales, we have consumers at the end of our finger-tips, literally. In fact a staggering *84% of our car buyers are starting the process on their mobile phones, as a result 9% go on to purchase a car online.

With the number of e-commerce buyers set to increase by 40% come 2020, how do you ensure that you stand out online?

Well, the first thing is don’t panic. You have all the tools in your toolbox but it’s all about how you use them.

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Keep It Real: Fake Reviews in 2019

Brogan Huntington

Unless you have been living under a rock, you will have seen that “online retail giant Amazon” has been criticised for displaying FAKE REVIEWS.

Fake Reviews in 2019

A recent article by Which? states that, “Of 12,000 reviews…  the majority (87%) were from unverified purchases.”*

And this is not the first time Amazon sellers have been accused of this.  Last year, an investigation took place that showed Amazon sellers refunding people after leaving a 5* review. Interesting the lengths people will go to for a review!

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Boosting Business Via Partnerships

Brogan Huntington

Over the past year, JudgeService has grown by simply forming key relationships with businesses that share the same target audience as we do.

A few months ago, JudgeService had a breakthrough, a breakthrough that came in the form of Sally, our new sales trainer.

Creative team meeting hands together in line. Young business people are holding hands. Unity and teamwork concept.

She stood at the front of the room and asked us “how many of you ask for referrals?”  Her face did not look surprised at all when we started to stare guiltily at the floor –because this is a look she has seen a 100 times before.

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Nuggets and Nous at the Negotiator Conference & Expo 18

Attended by hundreds of industry experts and giants from all over the country, the Negotiator Conference & Expo 18 was a treat for estate agents and suppliers. Conference presenters included Professor Andrew Baum of the University of Oxford, David Cox of Propertymark and former UK Ambassador to the EU, Sir Ivan Rogers, among others.

The event’s theme was Changes, Challenges and Choices, fitting to the current economical humps the British nations are bracing up to face. Brexit was discussed and alluded to many times throughout the day, highlighted by Sir Ivan Roger’s speech. He assured his audience of interesting times ahead, especially for the industry that sells what remains to be the most expensive purchase in the market. “Brexit presents the biggest crisis this country faces since the Suez Crisis or possibly World War II,” he said.

Sir Ivan Rogers, Former UK Ambassador to the EU

A member of the audience asked another presenter that day to predict what the market is going to be like in the new year and what it would be like after 29th of May –answered by giggles and uncertainty.

Another popular topic was technology and the future. Professor Andrew Baum spoke largely about Proptechs. According to him, there are currently billions being invested by business accelerators in Proptech, however he predicts that both “money will be lost” and that “there will be some very successful survivors.” He also mentioned how rooftops are now a popular investment in London, foreseeing its importance for drone deliveries. Matthew Spence from Humberts, Andy Soloman of Yomdel and Tom Mundy of Goodlord all spoke about some digital means to help advance property businesses in the country.

Professor Andrew Baum, of the University of Oxford

Meanwhile, the Tenant Fees Ban was discussed by David Cox of Propertymark, explaining definitions, timescales and enforcement. The legislation includes only permitting rent, utilities, tenancy deposits, holding deposits and tenant default fees as payments. Rate increase from month one, renewal or continuance of tenancy and references will be banned. Failure to abide will be penalised £5,000 for the first offence and £30,000 for further offences. It is speculated that the ban will be implemented in Spring 2019.

It was indeed a jam-packed day and much insight was gained from the many presenters and exhibitors at the Grosvenor Hotel in Mayfair, London. As it was JudgeService’ first property expo, we picked up a bunch of useful nuggets and nous at the Negotiator Conference and Expo 18.

AM Live 18: Digital Solutions Convert to Stock Turn

Much was seen and learned from last week’s Automotive Management Live 18, held at the NEC in Birmingham. Attended by more than 80 exhibitors, the country’s biggest motor supplier and retailer expo, was a success.

This year, JudgeService hosted a masterclass explaining the clear relationship between customer satisfaction and dealership stock turn. The accumulated data from over 1,000 dealerships in the country, shows that a 20% improvement in promoter score, can equate to selling cars 5.9 days quicker on average.

This clearly goes to show that investing in customer satisfaction insight – understanding the process of acquiring your customers — is essential in growing your business.

CitNow, Marketing Delivery, iVendi, enquiryMax, Glass’s, ContactAtOnce! and Autoweb Design were the other masterclass hosts. Autoweb Design discussed the key website elements dealerships should focus on, including pulling reviews from various providers onto your web pages, to display your recommendations and satisfaction ratings. This ensures that your online prospects are not driven away by lack of high-quality content and clear CTAs.

This is a must because, according to the research JudgeService conducted, 56.5% of total sales are online referrals. This was measured from over 40,000 surveys collected this year.

Digital solutions were indeed a popular sell at the expo, proving past forecasts that everything is moving online are true. However, innovators like JudgeService continually come up with tools to help auto dealerships grow their businesses, making the event worthwhile for visitors and exhibitors alike.

And although the motif of the expo was digital, we parked our famous sweet cart, giving away more than 150 pick’n’mix bags.

Nothing beats a bag of treats after a long day of learning and meeting old and new friends, so for next year’s event, we’ll make sure to bring more sweets.

See you at AM Live 19