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ConSept Blog

When Performance is Measured, Performance Improves.

Dealership staffing levels

How many service advisors do I need? How many salespeople should I have? Finding your required and maximum dealership staffing levels will help make sure you are properly servicing your customers as well as taking full advantage of your opportunities. Regardless of your department, this calculation requires a complete understanding…

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Breaking Down the Barriers

Why can’t we all just get along? Better yet, why can’t we all work together to provide a superior service? Too often dealership departments are run like silos, completely independent of one another. Sometimes there is open antagonism between managers and staff. If this is the case in your dealership,…

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Keyword Research for Car Dealerships

Keyword research for car dealerships should not be as complex as many make it out to be. This is not made complex because many dealers are still on the fence about “this internet thing” (though this obviously doesn’t help). Too often we see dealers, GMs and managers that are entirely…

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After Service Delivery Process

An After Service Delivery Process (also known as an Active Delivery Process) can help tie your customers to the service department if properly structured and consistently utilized. Similar to the Sales to Service handoff, this is something that should be documented, trained and followed 100% of the time. There are…

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Sales to Service Handoff

The Sales to Service Handoff is a key moment in the customer retention cycle and should be a primary focus in your sales process. If your sales customers do not leave with a good idea that they will come back for at least the first service, you have likely lost…

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Service Managers should Learn from their Competition

In our 20-Group meetings, Service Managers often complain about the competition that comes from independent and coporate shops as if customers are simply mistaken when they choose to get basic service done outside the dealership. Whether this is an issue of profound elitism or just poor self-realization on their part,…

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Social Media Demographics

Docstoc and the Pew Research Center put together an interesting infographic that explores who is using social media and in what capacity (see the infographic and full article here). While reviewing the results, I recognized some obvious areas of opportunity: It appears that Hispanics use social media more than any other race, yet…

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How does your dealership website compare?

A recent Autoweek article provides an interesting look into OEM websites from the mid to late 90s and I was honestly somewhat impressed by some of the examples. I have seen plenty of current dealership websites that are less appealing and likely provide poorer customer experience than these. With the advancements…

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Fun with numbers

There are many interesting ways to assess your Used Vehicle policies, whether it is your approach to stocking, pricing, retail vs. wholesale, etc. One fun exercise is to determine what your breakeven day is for a UV unit in inventory. Here’s how: First, consult your state for your YTD total…

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