Having all of the technology in the world will not help you when it comes to the human touch, communicating and connecting with customers in a way that not only builds commonality but gives the customer the “I gotta guy” feeling.  The biggest buzz that I have heard in the trenches over the past several months is the underlying concern of a broken internet process.   My first question to each and every one of them is why is it broken?   It is important that you understand the underlying factors of why otherwise when you go to fix it you will come up with a Band-Aid solution that corrects it for the moment, but then reverts back to the same ineffective process that you started with.  Don’t make rash decisions without really understanding what is going on currently, what you would like to see happening and then determine what processes you can put in place to get the desired results.   Viable solutions can be clouded by internal views. It is essential that you keep Intellect over Emotion (I over E) when you are making these decisions and there are many times those of an outside consultation can help give you that unbiased opinion that can truly make the difference.

There is a plethora of opportunities at your disposable before you buy a single lead or spend your money on advertising and marketing, know where you are wasting your marketing dollars and maximize their value.  Below are specific questions that you should ask yourself when evaluating what you are doing currently, whether it be incoming phone calls, fresh internet inquiries or the ever bogged down database that houses thousands of customers that in most cases are rotting their like apples. 

1)      What happens with a prospect when they first inquire? Do they receive an initial call and email only?

2)      Are they then sent to the sales team if so how often are they followed up with?

3)      How many save a deal cases do you have each day?

4)      How many prospects do you have in your database that you have not spoken with in the past 30 days?

5)       Are you incorporating techniques such as utilization of human instincts and self conscious?

6)      When you have the customer are the phone are you remaining appointment minded or are you giving TMI on the phone giving them the information that they need in order to go and buy the car from your competition down the street?