OnGoing: Phone issues

Saturday morning learn of a lag.
Because its the weekend, I cannot get support involved.
The only choice is to change the numbers on the website to the direct dial numbers to stop the bad quality callsfrom coming in.
So striping down all tracking numbers off
the website for every department.
Updated the ring to number to just the receptionist.
I listened to Saturday afternoon calls and could not hear an issue with the calls.
Decided to make a personal visit to talk to everyone who had reported
phone problems on Friday and Saturday.
I was told they were experiencing a huge delay in on both ends of the phone calls along with dropped calls during transfer.
Ruled out dropped calls pretty quickly, they were really just fumbled
pickups, not true dropped calls.
Since I changed the ring to number they did not have the delay issue.
UPDATE: TUESDAY
Learn that the Collison center is experiencing the same issue. But I am stabbed with a busy day ahead on Wed. I will be teaching a Sales Managers class for the Group. So that’s unmovable time. But will fit it in.
UPDATE: FRIDAY
No time to vere off course personally visit collison center. Better odds
early next week.
When it comes down to it, it will eather be a Callsource issue or a Dealer.com issue. I just need to isolate a few calls and verify the info
and can press forward. But until then, I cannot.

It’s that time again

Email for the massess. Every body gets an email. You get and email and you get an email.

Friday loose ends

Got the Nissan email campaign about loaded up and ready to go. The TEAM at Pinnacle SE did strong work having it ready so soon. Down to the dealership level, the involvement of sales managers and GM is key. And when they are on it; I mean sitting up and paying attention to it, you get results like this and you get it fast. First to market wins. Looking at some winners at work here.

Email Nissan

Auto Apr plug. You can tell from the email that it has it’s place in my strategy to move the dealerships forward into eCommerce and digital retail.

For those who like SnapChat

Watching the wind blow

It’s the 3rd of the month and we are going to market with offers at Toyota. Great team work to get them produced and published.


We sold a store last month and the vehicles are still flowing thru our inventory. Trying to trouble shoot where those suckers are hiding and get rid of them. I think they were removed improperly. Just dropping the feed did not actually delete them from downstream updates. I am going to give it a couple days and will have manually delete them all.

Leads have increased year over year at our small Ford store. With the ever more important phone calls increasing the most. Had to show a GM that even though it feels like traffic is down, it’s not. More phone calls ! Which is why the phone is super important. A customer calling off your own website needs to be handled properly. He who trains phone ups wins. And why investing in and having ongoing phone training is the one of the best things a dealership can do.

Who is spending on digital ? Is our spend about right or do we increase? Ours is optimized and efficient, lean and mean. Is theirs full of bloat ? (probably )

October has started

During tough months we fall back
on basic blocking and tackling.
Disciplined approach to following
processes leads to success.

Working on the Group Internet Report and gaining some insight into the stores success’.

The shear volume that Butler Toyota produces is impressive.
Butler Lexus benefited from new website performance producing better leads.
Milledgeville saw improvement as they further refine and improve their internet processes.
CDJR suffered from the hurricane, thru force of will they pulled the month out.
(Audrina bought a new car to get them the one new car deal they needed)
Butler Chevy continues it’s personnel woes.
BMW of Macon showed the loss of sales manager and his attention and involvement.

One of the hardest things is dealing with arrogant ignorant people.  They think they know and that’s good enough for them to be a prick.  But actually they are wrong and have to be an even bigger prick afterwords.

Day in the life 1 Oct 19

New 2020 Toyota’s showing up on Used Inv. feed on ButlerToyota.com.
Contacted DDC- provided info and screenshot.
Got quick confirm that they were on it.
Then realized I was that jerk who asks for inventory help, but dose not
provide any stock # examples. So I meekly provide the examples, just too late to be of any help probably, support had already went to the trouble and the time to look them up.
Turns out the vehicles were marked “used” in the system on our end.  Internal problem, not external. Now to try and figure out who.  A person ? The DMS ? Someone fat fingered somewhere.  Or could it be on purpose.
Gotta rule out if they are rentals….?
I get ding on my phone when a GM sends me an email.  To get 3 of them in an hour means at least 5 hours of work coming my way. And in a hurry.

Just got offers in from Sales Manager to use online.  Good turn around !
Incentives just came out right before lunch. Now to put them up the chain
to see how quickly we can get them online. One store off to compliance
and then up and out, a couple of stores are very close and more just meandering along.  Big month ! Lets go.

Dealing with this glitch editing problem thru Ford Direct and DDC.
Could I be using the wrong browser ?  Chrome is my go to. But do have to dance around a few OEM specifics, BMW, Honda/Acura. I will have to ask
if I should try FireFox possibly for editing.
Cleared cookies, restarted and that had no effect. Still glitchy.  Could it be Ford Direct ?  Other DDC sites I have no issues with.

 

Hand written offers fro sales manager.
HANDWRITTEN offers from Sales Manger

CURRENT STATE


At the end of a L O N G week….