Entries by Brian Chee

Service Advisors: Tell the What, Sell the Why

What’s the fastest way to get a “no” from the customer? Ask them to buy a service they don’t understand. It seems like a pretty simple mistake to avoid, right? Yet often, service advisors fall into the trap, mostly because they’re busy or not armed with the latest vehicle information. And when it happens, they […]

Part Two: Creating a Best-Ever Service Experience for Today…and Tomorrow

Thriving in the Emerging Customer Service Economy Make no mistake: It’s all about the customer experience. As such, to thrive in today’s automotive retail economy service managers and leaders need to think differently about how they use data and platforms when interacting with customers – and what that interaction looks like. And while it’s easy […]

Part One: Creating a Best-Ever Service Experience for Today…and Tomorrow

A Disruptive Transformation, and a Golden Opportunity Automotive retailers and service professionals face a disruptive transformation. Indeed, while the business of selling and servicing cars seems to be moving at the pace of “business as usual,” around the bend lies one of the most challenging times since the 2009 recession. Consider: Today’s balky, downshifting market, […]

Porsche is Augmenting Reality for Technicians…and Making Work Easier

Porsche Introduces Its ‘Live Look’ Technician Platform Porsche just introduced the long-awaited Google Glass concept to automotive technicians, bringing a media darling technology to dealership service shops. Can this transform the technician experience or is it just more cool technology looking for an application? Named Tech Live Look,  it features projection technology and high-quality, lightweight […]

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On-Time Vehicle Delivery in an On-Demand World

How Transparency and “Right-time” Expectations are Impacting Dealership Service Departments It’s a need-to-know world. And people need to know when – right down to the minute. Driven in part by busy, complicated lives, consumers are flocking to on-demand services: according to Boston Retail Partners and the National Retail Federation, over half of global retailers currently […]