Kelley Reis is an Automotive Consultant, Facilitator, Data Analyst, and CX Strategist, with over 20 years in the automotive industry. Her professional experience has spanned across variable and fixed automotive retail operations, from a single point franchise to the oversight of multiple franchises.
In the automotive industry, customer retention is a crucial aspect of dealership success. Happy, loyal customers not only bring repeat business but also serve as brand advocates. In this episode of the Parts Girl Podcast, Kaylee Felio is joined by Kelley Reis, an automotive consultant and facilitator to discuss how dealerships can improve customer retention by focusing on the customer experience.
One of the main challenges Kelley Reis highlights is the overcomplication and redundancy of dealership processes. In an effort to streamline operations and improve efficiency, dealerships often end up creating distractions that take attention away from the customer.
Kelley also stresses the importance of utilizing technology resources effectively. Frequently, dealerships have multiple plugins and ancillary systems in place, resulting in redundant tasks for employees. Identifying these redundancies and streamlining communication channels can significantly improve efficiency and allow employees to focus on providing exceptional customer service.
Additionally, open communication among team members is vital for process improvement. Kelley advises dealership leaders to encourage their teams to share struggles and provide insights into existing processes.
In conclusion, enhancing customer retention in dealerships requires simplifying and streamlining operations. By eliminating distractions and focusing on the customer, dealerships can provide a personalized experience that builds customer loyalty. Utilizing technology effectively and fostering open communication will enable dealerships to continuously improve processes and deliver exceptional customer service.
This episode wouldn’t be possible without the hard work of our team and is powered by PartsEdge: Revolutionizing dealership parts inventory profitability, PartsEdge offers proven strategies that can boost parts sales by an impressive 20%, all while reducing idle inventory. If you’re looking to optimize your parts management, visit www.partsedge.com.
Exclusive Sponsor – Fixed Ops Marketing: Elevate your profitability with Fixed Ops Marketing, a comprehensive marketing solution specializing in viral video marketing and full-service support for service departments. Their services encompass SEO, dealer-branded video content, automation, and social media marketing. Discover how Fixed Ops Marketing can enhance your business today.
- Simplify processes to reduce distractions.
- Use technology resources effectively.
- Foster open communication among team members.
“We need to slow down just a little bit and take a minute to really evaluate what our processes are.” –Kelley Reis