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nmikmik

By nmikmik
in Customer Experience & Reviews

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nmikmik Enthusiast

nmikmik

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Posted

I was struggling to find the right forum to post, so please feel free to move to the appropriate column if you wish.

 

Was looking for another management software and ran across this, specifically dealer targeted, system.

 

http://www.adpdealerservices.com/en/solutions/fixed-ops/service-department/adp-service-edge.aspx

 

For those who worked at the dealer before, it is probably not news, but to me it was. I realize that they have to sell their system to the dealer, just like AllData or whoever is selling theirs to us. But, please click on the video and see how they approach the customer experience process as a long term commitment. We are constantly talking about it here on the forum, but are we really giving our 100% commitment to each and every one of them?

If we are to beat the dealer at their game, we must see what they are doing and how to tweak our business accordingly.

At 02:04 of the video you will notice the word I love to hate - UPSELL

 

http://www.businessdictionary.com/definition/upselling.html

 

I just wish more of our customers can see what the dealer is really interested in. See 02:22

No, I am not into dealer bashing and actually believe there is plenty of decent dealerships out there that have customer benefit in mind and would treat them right. On other hand, there is plenty of them that don't and that's where majority of our business will come from.

 

 

ATLAuto Rising Star

ATLAuto

Posted
Posted

My mistake. I opened it initially on the iPad, which hid the video.

 

Good stuff. Looks similar to most other top-level management software suites. How does cost compare?

nmikmik Enthusiast

nmikmik

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Posted

:) I never even went any further than the page I posted, I am not a dealer and probably never will be, so was not interested in costs.

Just the couple of things I mentioned before caught my attention, that's all.

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    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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