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First Things First: Intro

Before we jump into this topic, I want to give you guys a quick introduction of myself. My name is Aimee Smith. I live in Cincinnati Ohio. I am currently the Service and Vehicle Exchange Coordinator at Borcherding Buick GMC. We are one of the top dealerships for sales and service in the region. I have been in the customer service or customer care industry for about 10 years altogether. I came to the dealership 4 years ago through an accounting temp agency as a receptionist. After a few short days of answering calls and putting together mailers, I was moved into service. I then worked up into the internet sales or sales BDC department. I mastered this role. As of recently, I was promoted to revamp our Service department and service BDC and assist with vehicle exchange opportunities. I love my job, the people I work with, and the dealership. Most of all I love the Automotive industry.

A Common theme:

This topic seems to be trending these days. No matter the industry you work in, it always seems to creep up. “That’s not my job.” While maybe to some people this seems minimal and something that will always be an ongoing issue to some extent, it has reached an all new extreme in the Automotive Industry. One thing I learned earlier this year at the Rockstar Auto Conference in Nashville Tennessee, is we are a family. Like it or not, this industry is truly one of a kind and a beast all its own. While doing your specific job and mastering it is the key to success, what else could you do to help not only yourself but your dealership? Perfect example. A customer calls in and is looking for the General Manager. They say they have called and left a few voicemails and will hold until they get him or her on the phone. Now let’s think about this. “That’ not my job to track them down, I am not their secretary.” What is wrong with this picture?

There is a solution:

My friends, here is what I am trying to say. How stressful is buying a car? How stressful is it when you must take your vehicle into service and you’re not sure what the problem is? Every single one of our customers are people. They will be stressed out, irritated, and sometimes not the nicest. They are people. What kind of customer service is it to say, “well, he/ she checks their voicemail regularly and I’m sure they will call you back when they can?” Why not instead ask the customer is there anything you can help with? Odd’s are they may say no but let them vent! Maybe they don’t understand their warranty. Maybe it is as simple as they cannot figure out how to open their gas cap on their 2019 GMC Acadia. The point is to help. Are all the calls or task in a dealership in your job description? No. Should the customer come before all else? Absolutely. Let that be your job description. Do whatever it is within your power to see how you can help them.

Make it Your Job!:

Here is how I will conclude this. By doing these steps anytime you see the opportunity to. The list of benefits will outweigh any inconvenience it may be to you. You have possibly just helped somebody get through their day. There is now an even higher possibility that they will be a return customer through your sales and service department. Taking messages and tracking down people in your store is more than likely not in your job description. But helping people is. If you are going to be successful in this competitive, amazing, long days, no weekends business then this is the key. The people and their needs must be your job description. It is just that simple.

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Summary
THATS NOT MY JOB!
Article Name
THATS NOT MY JOB!
Description
This topic seems to be trending these days. No matter the industry you work in, it always seems to creep up. “That's not my job.” While maybe to some people this seems minimal and something that will always be an ongoing issue to some extent, it has reached an all new extreme in the Automotive Industry. One thing I learned earlier this year at the Rockstar Auto Conference in Nashville Tennessee, is we are a family. Like it or not, this industry is truly one of a kind and a beast all its own. her on the phone. Now let’s think about this. “That’ not my job to track them down, I am not their secretary.” What is wrong with this picture?
Author
Publisher Name
Rockstar Auto Conference