Today on CBTNews.com – Monday, September 24th, 2019:
How Ron Marhofer Auto Family Has Continued to Thrive for 100 Years – Chris Marhofer, COO
After starting as an independent service garage in 1919 and adding its first Chevrolet franchise in the 1920s, Ron Marhofer Auto Family has built a century-long legacy and has no plans of stopping. To find out how this Akron, Ohio auto group has continued to thrive for 100 years, we recently spoke to Chris Marhofer, President and COO of Ron Marhofer Auto Family. Watch Now
How to Turn Recalls Into Positive Customer Experiences
Recalls are never good news for customers. At best, it means the added inconvenience of scheduling an appointment, waiting for the repair, and/or leaving their vehicle with the dealership. At worst, unaddressed recalls can cause accidents, or induce fear of potential issues. In 2018, around 30 million vehicles in the U.S. were affected by recalls, according to NHTSA figures. Recalls are often viewed as negative events for customers and dealers alike. However, with the right approach, recalls can become a positive experience for both parties. Here are some strategies to consider when dealing with recalls in your service drive. Read More
How Your Dealership Staff Can Improve Their Communication with Customers
Successful customer interactions are just as important today as they were when the first cars left factories at the turn of the century. That said, how dealership staff carry out these interactions has changed significantly. A vast bulk of initial and follow-up communication is not conducted in person, as car dealers were wont to do only a few decades ago. Instead, the majority of customer-dealership interplay is virtual, held over the phone or email. Read More
