Tick-Tock, Tick-Tock

Time is precious.  Time is of the essence.  Time is a hot commodity.  All true; especially when it's your time right?  But never forget that time is just as important to your customers.

Your customers have been interacting with you online more than ever before - mostly for convenience but also to save precious time.  So when they reach out by email or live chat or phone or even if they do walk into the dealership; respect their time.  Here are a few things we suggest that will go a long way to gaining a customers business by showing respect for their time;

• Always start each interaction by asking them if this is a good time for them.  Give them an estimate of the call timing, "Ms. Jones, I'm happy to answer all your questions today, do you have 15 minutes now for us to talk?"
• If they ask the price of a vehicle, tell them.
• If the car is listed on an eBay auction and has a reserve, tell them the reserve price.
• If they ask for a estimated payment, give them one (don't transfer them to F&I).
• Be proactive - offer to send them info (CarFax, more pictures, video) on several cars that may interest them.
• Don't try and force them to make an appointment before you answer their questions - they may not even be local.
• If they ask you to send more information, or follow-up, make sure you DO IT.
• Thank them for their time no matter what the outcome is of the call.
• Encourage them to check out your website and read about your dealership, view testimonials, etc.
• Tell them you will be following up on a certain day and make sure you DO IT.

On your thank you or follow-up email; remember to include links to your website, Facebook, Twitter, etc. along with any links chosen specifically for that customer.  This interaction could be their first impression of you and your dealership, don't waste it by wasting their time.