Franklin, we have a problem

How we handle customers

Franklin, TN that is.
Read an article this morning on SeekingAlpha that really lays out how important a Service dept is in a Nissan dealership. It’s the front line of customer interactions with a dealership. And how well or how poorly those interations are handled determines the long term health of a dealership.

Here is an excerpt:

At the root of the problem is a classic example of a technical issue faced by a company, being made worse by poor handling of the problem. I am talking about Nissan’s CVT transmission problems, which is steadily eroding its customer base, as well as pushing away new potential Nissan customers. Nissan’s lack of ability to deal with the fallout and fix the problem is currently causing it significant financial damage, not to mention long-term damage to the brand. Lack of progress on this issue, combined with the need to invest billions of dollars, or perhaps even tens of billions of dollars into establishing a stronger EV presence may prove to be too much for Nissan in the next decade.

Zoltan Ban , SeekingAlpha

The full article is here:

https://seekingalpha.com/article/4309542-nissans-conventional-auto-tech-issues-threaten-ability-compete-growing-ev-segment The full article is here:

Lead and they will follow.

Sometimes you have to show the way. Figure out the problems. Confront the obstacles. Suffer the brain damage for a dealership.

I stumbled across a need a dealership has this morning.
Yesterday, I posted photos of a dealerships thanksgiving lunch.
(not the best photos either, it was a rowdy crowd)
Turns out that post was the most engaged post of the whole week for the store. Eeeeek ! That cant be good.

What that means to me now is I have to give it a little focus. Fold into my activities ways to gather, edit and post organic content for the store. And
to take it further I going to have to include all the dealerships that I can. Because if this store is having problems…. others are as well.

A dealership in need of some help

Move a Dealership Checklist Dev

This will be an ongoing post over the next 2 weeks as we move our CDJR Dealership to a new location.
Using the opportunity to develop a Move Checklist.
**updates may get a little confusing,**
I will try to smooth it out over time.

STARTING POINT
Threw together a quick chart to get a basic organization flowing. Will need to flesh each item out and lay out a timeline.

Basic starting point

UPDATE: AM Nov 26 two weeks till move
Added Yelp to the NAP update list. Began press release. Working on website updates, social teasers and point of sale for the showroom and service drive. Gathering assets. Notifying vendors of upcoming move with dates and address. As well as a post on the dealerships blog.

Early warning

Where to upload those first piece of content ?
Google of course first and fast, but well meta’d.

UPDATE: PM 11/26 TUE
Here is where I started working on the metadata
of each piece of content going forward. Had to make sure there were signals out there for Uncle Google to hear. including the new address in everything.

First upload of pointers

And creating a FB scheduled post to count down the day till the move.
Working with pretty poor imagery to start with but it will improve quickly.
Plus I am going to travel next week to work on location and keep the info flowing. And gather may own pics and video.

Butler Chrysler Dodge Jeep RAM
(like what I did there ?)

UPDATE: AM 11/26 WED
It’s full on crazy trying to over come Black Friday. Our message is drowned out heavenly. It will be Monday (cybermonday) when will have to dig in full force.
Plus thanksgiving is going to slow everything down. Which is the time to build content. Prepare and lay up stores for next week push. I am also going to have to clear my plate as I am going to be in Beaufort early next week. Need to get a few tasks taken care of so they are not obstacles to getting it done in Beaufort.

MISTAKE
Do not assume that there is not someone at the dealership tying to manage some of the same web properties that you are trying to update. Be humble, respect others efforts.

UPDATE: The day after Thanksgiving.
Looking internally now at the store and what impacts the address change will have.
The CRM is a little bit of a hole that will need some work ahead of time.
Starting with identifying any of those little places, the nooks and crannies of the system.
Of course the emails and email templates will need to have the <insert address> data updated so that it drops in the correct address.
And I am going to scrub the current templates to see it there are any hard coded with old address and rebuild those.
The forms that the CRM spits out will need updating. Quotes sheets, We Owe’s ect.. will have to updated and tested.

On “one more day” watch

Inventory problems either working itself out or …….it is going to get worse. Tomorrow will tell the tell.

UPDATE: Nothing to report. A blip. An increase in sunspot activity effecting the interwebs.
But with all the inventory problems we have been having between Homenet, Vauto and CDK website combined with Automate DMS; I have to keep an eye on it. For some reason people think it is a straight line. DMS to website. Magic. Ha!
Far from it. Almost the opposite.
One little change made by some un-aware used car manager….. and there is a train wreck to figure out, clean up and make right. And it is hard to do.
So I cannot count on luck. As many of us do. I have to be as ready as I can.

Being Organized – A roll of the dice

NOTES

 

It’s tough to do in my role.  To be and stay organized.  I imagine it is for others too.

Developing some method to keep up with your madness at work is a must.  Getting to understand mine will take some explaining.

My origination has layers and bubbles.

Family first (or as much of first without getting fired)
So really it’s Family and Job first and then squeeze in others as I can.

At Work, there at these bubbles. The bubbles are  13 dealerships.  They operate
independently of each other, and kinda float and bounce around like bubbles
will do.  Within those bubbles are people I depend on.  They are either
organized themselves or not.  They have smart people working for them or not.
They communicate well or not.
That is a lot of “are” or “are not”.
I can say we have a good share of “are not”.

This is the high wall across my quest to be and stay organized.
It’s hard to plan when you are around so many people who do not.

This is the best I can come up with.  A struggle to get work into a box that
can be somewhat manageable.

Balancing my Family with Job.