The Underrated Tool in Car Dealership Management: The Telephone ☎️
During my three decades in the car dealership business, one practice significantly enhanced our customer service and operational efficiency: actively listening to our team’s phone calls on a daily basis. At my dealerships, we made it a priority to monitor both inbound and outbound calls. This wasn’t just about oversight—it was about mentorship and continuous improvement.
Today, technology offers an even more potent tool: AI-driven software that can listen in and alert leadership when a call might not meet the mark. This technology isn’t just for catching mistakes; it’s about providing real-time feedback and training opportunities that can transform customer service experiences.
An invaluable part of this process is playing back calls with our staff. Celebrating the great calls boosts morale and sets examples of excellence. Equally, dissecting the less effective calls in a constructive way helps in coaching and guiding the team towards better interactions. For dealership leaders, this means a chance to address issues immediately and celebrate successes as they happen, ensuring that every customer interaction reflects the dealership’s commitment to excellence.
#CarDealership #CustomerService #Leadership #AutomotiveIndustry #AI
