2025 will bring exciting new challenges for every dealer, and one remedy to what will ail your team this year is a focus on customer experience and satisfaction.
Building an Internet process that transitions seamlessly into an enjoyable showroom visit and purchase experience are critical steps for any dealership that wants to maximize profits in 2025, and the Maritz team has been helping dealers with that for over a decade.
Customer service can come from unexpected places and unfamiliar faces, and we came up with five surprising cinematic examples of amazing customer service and how they can be related to your dealership if you’re willing to have a little fun with us.
KITT was the Artificial Intelligence to beat well before ChatGPT ever appeared, and it was helping Michael Knight with navigation tips before anyone had ever heard of Siri or Alexa.
Think of KITT like one of the technology pros at your dealership: invaluable in a pinch, possessed of a kind and dryly humorous personality, and eager to help win the day.
Most new vehicles in 2025 will feature wireless Apple CarPlay and Android Auto compatibility which, when paired with the right phone, will give you an in-vehicle experience that will rival Michael Knight’s thrilling adventures with KITT.
Is your team trained on the newest technologies and ready to offer your customers a sales and delivery experience that rivals the one KITT would offer?
Heimdall is something like the sales and service managers at your store: he seems to see everything, gets his customers where they need to be, and is certainly not to be trifled with under any circumstances.
He also is a powerful teammate who focuses on the needs of his people and is quick to answer when they call.
Heimdall’s control over the Bifrost Bridge, combined with his power and authority, allowed a customer service level worthy of the Asgardian gods and he serves as a fantastic model for your team.
(Bonus points if yours has the appeal of one Idris Elbis!)
Gwaihir, a descendent of Thorondor, is the lord of the Great Eagles who bore Gandalf away from the tower Orthanc.
This rescue is similar to asking to speak with the dealership owner, but actually meeting that person and having them resolve your customer service concern.
Overwhelming customer experience starts at the top of any dealership, and we encourage every level of management to be ready to help customers and solve problems.
Upper management: You don’t need to be involved in every concern, but know when to be like Gwaihir. You might set in motion a sequence of events that reshape the world of customer service.
Scotty was a multipurpose engineer onboard the Enterprise, and he’s a lot like your sales staff:
Scotty was also responsible for operating the Enterprise’s complicated transporter system, and was a steady hand on that machine. It’s a bit like sending a salesperson or shuttle driver to pick up a customer or vehicle and knowing they’ll all make it back safely.
Strive to find sales staff who are as dedicated to your shared purpose as Scotty was, and you’ll deliver a customer experience that boldly goes where no dealership has before.
Tank was the person Neo and Trinity called when they needed to download a new imprint program or to find the nearest Exit from the Matrix.
Tank always answered the phone and is a splendid example of how much customers appreciate a properly configured phone system at a dealership.
Can you imagine the ending of The Matrix if Neo had called the number for the Nebuchadnezzar but ended up with an unnamed voicemail box that he had to trust was for Morpheus or Trinity?
Make sure your dealership's voicemails are properly configured, and work with your staff to be like Tank and ensure a human handles every inbound call.
Your CX scores and bottom line will increase like Agent Smith in the fight scene from The Matrix Reloaded.
Delivering a top-notch customer experience in your Internet, sales, service, and parts departments will be critical to growing sales and maximizing profitability in 2025.
Internet Sales Coach enables dealers to build customer-friendly sales processes that help them engage more leads, set more appointments, and increase close rates when customers walk into their showrooms.
Schedule a demo of Internet Sales Coach to find out how we can help your dealership!