Better Car People Blog

Monday Morning. Can't We Get Along?

Monday Morning Internet Leads.png

 

It is Monday morning. That means that if you are a BDC Director or an Internet Sales Manager, you are most likely not reading this.

Why?

Because you are inundated with the leads that came in over the weekend.

Even if you checked your emails while with your friends, or on dates, or at your kid’s hockey game, there are still leads that went unanswered. Especially the ones that came in at 2am when you were either sleeping or thinking about how great a cheeseburger, fries, and a big pile of pancakes would be.

Mondays do not have to be horrible. You don’t need to dread coming into work and attempting to answer all of past leads while reaching out to new customers and e-mailing the new leads coming in.That used to take at least 2 hours every Monday. But not any more.

Let BetterCarPeople and Overnight BDC help.

We have helped over 1,500 dealerships already and answer over 400,000 leads a month.

  • What if you could know that your leads were always responded to with a great, professional, original e-mail?
  • What if that email came from you and had a personalized video greeting?
  • What if that email had images of the new car the person was inquiring about as well as value propositions?
  • What if that email was created by real people who would address any questions the customer had regardless of the time.
  • What if every email was grammatically correct with punctuation, capitalization, and spelling?

All for under $10 a day and NO CONTRACT.

Does it sound too good to be true?

I know it does, but it’s not.

At BetterCarPeople, we strive to do two things:

1) Give you your life back.

2) Make you a rockstar at what you do.

Here is how:

We will give you your life back.

Monday mornings, after hours, during meetings...these are all times you need to focus on something other than internet leads. And how often do you send out a response and hit send before you meant to because you were distracted? When I was looking to transition from my mini-van to a sedan, and I put in a lead to a local dealership. I got a response within 4 minutes,  but that response did not answer any of my questions AND the salesperson forgot to add my name.

It literally said %first name%.

That made me feel special.

We always make sure that the response is tailored to your customer. Our live, local Quality Assurance Specialists check the name, have time sensitive greetings, review any questions and acknowledge them, and then ask questions to engage your customer and get a dialogue started. We also can include a video of you introducing yourself and will include all of your contact information. And this is sent to your customer in less than 10 minutes.

Instead of being tethered to your phone or computer, you can watch your kid’s goal, actually listen to your date, or get a good night’s sleep.

And if you ignore those leads that come in over the weekend or after hours, you are missing 30% of your leads. I know that I cannot afford to miss 30% of my leads, regardless of when they come in. Overnight BDC will respond to them with a warm, welcoming greeting which will help build that relationship you need to create.

We will make you a rockstar at what you do.

You know what you need to do everyday. Send an e-mail. Call a customer. Set an appointment. This is what you train your BDC or internet department to do, and this is your focus. You cannot sell a car via one email. You need to get that customer on the phone and into your dealership.

Let us take one thing off of your plate, so you can focus on the transition from online to on-lot. We will send a great, professional, specific, and original email, and then you get on the phone and build that relationship. You will now have more time to hone your phone skills, train your BDC, or meet with customers and move some metal. If you are with a customer, you will not have to worry about missing a lead. We have you covered.

The best part is that you can use what we have, (which has proven successful), or you can customize your response however you see fit. You still have 100% complete control of each lead response, but you will not have to worry about responding.

We have it.

24/7/365.


Contact us for a free demo

bettercarpeople.com

sales@bettercarpeople.com

855-448-4219




 

Permalink Better Car People, Dealer Training, Digital Dealer, Internet Training, Lead Response, Overnight BDC for Sales, OvernightBDC internet leads, OvernightBDC, BDC

Published on February 23, 2015 by Better Car People.

Celebrating Success!

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At BetterCarPeople, we love a reason to celebrate. And success is one of the best! So on this blustery, cold, North Carolina day, we had the opportunity to at least feel warm and fuzzy as we celebrate the success of one of our Sales Team!

 

Justin Allen was the TOP seller for the first half of the month, winning the “Fast Start Bonus.” His hard work, knowledge and work ethic put him at the top of the sales team.  Keep up the great work, Justin!

 

BetterCarPeople is always encouraging success and rewards hard work. Friendly competitions such as Fast Start motivate everyone to do their best and have fun while doing it. Come see what we are all about at bettercarpeople.com, connect with us on Linkedin, or follow us on Facebook.

 

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Published on February 20, 2015 by Better Car People.

Friday Feature! Increase CSI in you Service Department with Customer Feedback Gathering

Forget paper surveys and phone call follow-up. Seamlessly gather customer feedback through BetterAppointments' various response options.

http://www2.leadqual.com/

http://www2.leadqual.com/

Did you know that BetterAppointments for OnStar gathers customer feedback for you? You won’t have to do anything except open an e-mail and review the information. Customer Satisfaction and Retention are of the utmost importance, and we want to help you not only keep your customers engaged, but also happy and satisfied with your service department. Our ability to ask a few simple questions will help build best practices or put out fires while they are still small.

Whether you are using a Service BDC, a shared BDC with sales, or if you are answering the leads yourself, there is not enough time in the day to call every lead, try to set appointments, offer additional services, and survey customers. It is probable that surveying customers is left last on the list of things to do, yet it is a key element for engagement and retention.

We will set appointments, survey your customers, and find out where they are going if they are not coming to you. All of this information says in-house. No one is privy to it but whomever you designate to receive the e-mails.

Now, instead of trying to call someone 5-8 times to set an appointment, you will have your BDC call them for retention or engagement purposes.

And this is all included in BetterAppointments for OnStar with no additional cost!


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Published on February 20, 2015 by Better Car People.

Ice Ice Baby or When a Snow Day and Digital Marketing Collide

North Carolina is not known for its ability to weather a winter storm--especially ice. I grew up in Syracuse, NY where we measured snow in feet, not inches, and I learned at an early age what to do when sliding down a hill sideways in a rear wheel drive car.

Which is a major reason I moved to North Carolina.

We got almost an inch of ice last night, so instead of risking my life on the icy roads, I get a snow day! (or really, an ice day) What do I decide to do? Scan the vast abyss that is the internet for mobile marketing research.

I live life on the edge…..

I found a few very interesting articles loaded with specific facts concerning mobile usage and its growth.

Here are some that stood out to me:

  • The average mobile campaign significantly outpaces online in ad awareness. (Source: DynamicLogic.com)
  • Adults spend 10.1 percent of their media time on mobile, but only .9 percent of ad spends are on mobile. (Source: eMarketer.com)
  • 73 percent of smartphone users say they used the mobile web to make a purchase instead of using an app. (Source: JumpTap.com) We just had a very interesting conversation about this on Driving Sales.
  • 81 percent of smartphone users have done product research from a smartphone, and 50 percent have made a purchase via their phone. (Source: Prosper Mobile Insights)
  • 70 percent of mobile searches lead to action within one hour. (It takes a full month for the same percentage of desktop users to catch up.) (Source: MobileMarketer.com)
  •  9 out of 10 mobile searches lead to action. More than 50 percent lead to sales. (Source: SearchEngineLand)

The funny thing is, data changes so quickly! As new technologies emerge and disruptions are added, data grows, morphs, and develops into new, slightly different data. It is almost impossible to have “current” information, because current is constantly evolving. THIS VIDEO highlights how quickly our world has changed and evolved--especially communication and technology. (It is less than 10 minutes and very interesting) Think about how that affects the way we we reach out, market, and talk to customers. It is an ever changing game and we need to either know the most recent rules, or start creating some new ones.

A few points to take away from all this data:

Is your website responsive?

One major takeaway is that customers are searching your dealership and looking for information on multiple platforms. Is your website set up for a multi-device experience? If 81% of customers are doing research on their smartphone, and 70% lead to some form of action within an hour, you need to make sure you are meeting customers where they are. It is not enough to have a functional website, but you need a responsive one. One that provides the information they want without having to minimize to see the text or do the scroll of death to try and find the right margin. Your website should be completely functional on any platform with any device the customer chooses to utilize.

Are you prepared for change?

We are creatures of habit in an industry that does not embrace change as quickly as others. The problem with that is our customers ARE changing, and we need to keep up in a manner they find inviting. That means we have to have multiple modes of contact, advertising, and selling. Customers expect to have choices now, and we are more than capable of providing them. Texting, Chat, and Dealership Apps are the new kids on the block (maybe not NEW, but newer) and need to be discussed. One statistic I read today stated that texts get read in under 3 minutes. That is powerful, as long as it is not an intrusion for your customer. Dealer Apps are very cool, but you need customer buy-in. There is so much to think about that your head could spin trying to keep up.

Let me give you some peace of mind.

There are some things--some tried and true methods--that are still effective. You can add any new approach needed, but these are three static forms of contact that must happen.

  • You must e-mail your customer
  • You must get them on the phone
  • You must set an appointment

You are already doing this, right? Good. You have one solid piece in place, as long as you are doing this well. With all of this innovation and change, take comfort that there are methods you already embracing. The interesting and exciting part is figuring how to weave the old with the new. How to incorporate texting or apps or geo-fencing with what you know needs to be done. You should not abandon prior methods, but you can enhance them and make them even more effective. So do what you are doing, but add what you can one step at a time. Master that, and then then see if it works. 

Because at the end of the day, it does not matter if it is cool, or funky, or cutting edge. What matters is if it helps you reach more customers and sell more cars.

 

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Published on February 17, 2015 by Better Car People.

3 Ways Internet Leads Are Like First Dates

Valentine’s Day is fast approaching, and if you are single, you may be wondering if you will have a date on this most ridiculous of holidays. The dread alone is enough to make you want to wear black and hide inside on February 14th. Thinking of Valentine’s Day made me think of dating--especially those uncomfortable, but sometimes wonderful first dates.

Here are 3 reasons internet leads are very similar to a first date.

They Both Start Online:

Many dates today start online. If you google dating websites, there is everything from Farmer’s Only to Match.com to Tinder, to some very obscure sites. Your online profile must be attractive, inviting, and REAL. You need to make sure your web presence represents who you really are, not who you want to be or once were.

How disappointing is it when you finally meet the person and their profile picture is from 10 years ago? It reminds me of that insurance commercial… Bonjour….

Internet leads almost always originate from your website, but at the very least from images of your vehicles. Make sure you have up-to-date information, your images are realistic and current, and you are as transparent as possible with the information posted. You don’t want your customers to come into the dealership and instantly be turned off because of misinformation or outdated images. You want to build a relationship of trust.

You Are Completely Judged On Your First Impression:

Then there is the awkward initial conversation where you are instantly judged. Anxiety runs through your system as you prepare to talk to and wow your date with sparkling conversation. You cannot have a redo on first impressions, so you spend an hour preparing, getting ready, making sure you look, smell, and sound good. You feel like a rockstar when you finally meet this person and try to sell them on the idea of you.

When responding to a lead, you may feel those same emotions. Anxiety as you create the initial response or prepare to make the first call. Hopeful that the customer will like what you have to say and find it engaging enough to choose your dealership to purchase their car. Prepared as you hit send, knowing that you sent out the best personalized response to your customer and that they will fall in love with the idea of you, your dealership, and the car they are already interested in.

They May Not Always Be Fun, But Are Necessary To Moving Forward:

First dates are seldom fun--they are more nerve wracking that anything else. However, first dates are necessary to get to the second, and hopefully the sale of the idea of you. Make sure you respond to your customers’ leads with the same care, attention, and thought as you would a lead on a online dating site. These are people who took the time to say they were interested in a car at your dealership. Take that interest and turn it into a sale with excellent phone skills and inviting, engaging language and questions. Once they see you and the car--that is where the first date ends and your relationship begins.

 

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Published on February 09, 2015 by Better Car People.

Friday Features: Frictionless Appointment Gathering for Service

 

Frictionless Appointment Gathering - Let us handle your service scheduling. Our interactive tool, BetterAppointments, turns leads into appointments with a few simple clicks.

OnStar leads are growing exponentially. Luckily, you have BetterAppointments for OnStar. Not only do we answer 100% of your OnStar leads, but we help turn those leads into appointments with just a few clicks. Technology is great, but if it is not quick and easy to use, no one will interact with it. BetterAppointments is easy for your customer to navigate. When the BetterAppointments email comes into his inbox, all he has to do is open it and click a few buttons. There is no typing, no filling out forms, no vin number to get wrong. Just clicking buttons to set appointments. If the customer had the work done already, he can click a button which states that. He will also tell us where he went if it was not your dealership. If he is not interested, there is a button for that as well.

And all of this can be done in less than a minute.

Increasing customer retention is of the utmost importance. Don’t risk losing a customer to a complicated website appointment system or a busy signal on the phone. We will not only help you decrease your response times, but we will help you set appointments.

Service Managers have said we give them something no one else has ever been able to-- time. With the bulk of calling and appointment setting off of your plate, you will be able to focus on the many other tasks you have to complete during the day!

If you have not seen a customer in a while, how do you know where they have gone? With BetterAppointments for OnStar, we guide your customer in three actionable directions: 1) I need to make an appointment 2) I already had a appointment or 3) Not interested. If they choose the first, you have an appointment set. But what if they choose not to come in? Your customer will be guided to the other two buttons. They will either give you information as to where they went for the service, or tell you why they are not interested. Regardless, you have information you would have not have previously had and you can call that customer armed with information.

 

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Published on February 05, 2015 by Better Car People.

Why Video Email is Not as Hard as You Think

 

Recently I have been writing about ways to improve and enhance your BDC. I talked about 3 key elements of a BDC and how to get your BDC to Develop Business. There is one more aspect of an effective, exciting BDC that needs to be addressed, though, and that is innovation. In a fast-paced, technologically driven world, we can no longer afford to say “This is how we have always done it.” I remember, not THAT long ago, when I was in college and used a word processor and a cell phone with the huge antenna. Now my camera, phone, and computer are all in one and fit in my pocket. Things change, and change quickly. We must be innovative in our response and contact with our potential customers. Meet them where they are, take them to the next level, and give them a reason to get excited. Communicating is key, and sending an email is generally the first way to reach out to a customer.

Stop sending our vanilla, cookie-cutter responses that do not acknowledge the customer’s inquiries, interest, or request. Sending a response telling them when you will respond is a waste of time. Let’s get innovative. Let’s change the way we do business. Here is one simple ways to shake up your responses to grab the attention of your customer to let them know you are listening.

Add Personalized Video

Don’t panic. This is not as hard as you think. The younger generation (technological natives) have spent their lives in front of a camera taking selfies and posting vines. For some of us “slightly older” people, it may seem a little uncomfortable. But like anything in life, the more you do it, the better you get. Get over the fact that you don’t like your voice or you don’t think you translate well over video. The customer will be happy because they are seeing you--they are meeting you in a way they would not have before. So, no matter what your objections, adding video to your email is going to help your business.

 Here is why this is important: People Watch Videos.

64%

That is the percentage of people who are more likely to purchase an item after viewing a video ( according to Andrew Follett--founder of Video Brewery). Adding personal videos are simple and do not need to be overly formal. It can be a quick welcome from the sales person to the customer or a thank you for a purchase. And it is easy--you don't need a camera crew and a director. Just a cell phone or a good laptop.  Embed it, attach it--however works best. But say hello and introduce yourself.

More than anything, videos change the dynamic of the e-mail. It transforms an email from printed words to a warm, personal welcome. The customer will have a visual for their point of contact, they will hear your voice, and know who to look for when they come in. You can use the video email as an introduction, a follow up to a call or an in-store visit, or as a closure after the sale. These are all great ways to reach your potential customer, connect, and begin building that relationship.

Takeaway

Small changes drive big results. This one small change will make you stand apart from everyone else and make you relevant. And it does not matter the age group or status--this works for the 20 something purchasing their 1st car to the 60 something purchasing his 15th. Everyone likes to know who they are talking to. So, start building those relationships and sell some more cars!

 

 

Aimi Gundersen is an Automotive Lead Specialists, Blogger, Speaker, Educator, and a Project Manager for BetterCarPeople. Aimi has her masters in communications and her doctorate in Higher Education and Adult Learning. Her life is dedicated to making people smarter, stronger, and more efficient in any capacity of work. Contact her at aimi.gundersen@bettercarpeople.com or connect with her on LinkedIn. You can also follow her blog here.

 

 

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Published on February 03, 2015 by Better Car People.