EPISODE 07
Texting and Tech: Modernizing Dealership Communication for the Digital Age
Featuring Guests Charity Dunning & Russell Hill
Episode Description
If your fixed ops department still relies on outdated marketing or thinks coupons are enough, you’re leaving serious money on the table. But how can dealerships transform their service departments? Why is it so important to build real customer relationships? It’s time to rethink everything about marketing fixed ops!
In this episode of Retention Roadmap, Charity Dunning, Chief Marketing Officer, and Russell Hill, Managing Partner and Co-Founder of Fixed Ops Marketing,and Co-Hosts of the What the Fixed Ops?! Podcast join us to discuss how dealerships can optimize their marketing. We explore common pitfalls and emphasize the need for a paradigm shift, as well as the importance of customer experience from the moment a guest arrives. We also look at the underwhelming or nonexistent digital marketing strategies that many dealerships have in place.
Takeaways from this episode:
- Revolutionizing dealership marketing with video, AI, and automation
- Shifting customer communication preferences
- The importance of awareness around dealership services
- The value of transparent communication in driving dealership success
BILL SPRINGER
and president of Krex Inc.
CHARITY DUNNING
Chief Marketing Officer at Fixed Ops Marketing and Co-Host of What the Fixed Ops?!
RUSSELL HILL
Managing Partner and Co-Founder of Fixed Ops Marketing and Co-Host of What the Fixed Ops?!
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The Next Evolution of Video MPI
Video inspections are becoming standard in dealership service departments. But simply sending a video is no longer enough. The next opportunity is making sure customers actually watch it, understand it, and see enough value in the experience to trust the recommendation and come back again.
How to Become Your Customer’s First Call for Tires
Only about one-third of dealership service customers bought their last set of tires from the dealership. That’s not just a missed tire sale. Once a customer heads somewhere else for tires, that shop gets a shot at the rotations, alignments, brakes, maintenance, and repair work that comes next.
Turning Service Visits Into Future Vehicle Sales
Your next vehicle sale may already be sitting in the service drive. Yet while one-third of customers say they would be open to a sales conversation during a service visit, only 14% report that anyone actually starts one. The opportunity is not to pitch every customer who pulls into the lane. It’s to build a defined process that helps sales and service identify the right customers, start relevant conversations, and keep the relationship moving through the entire ownership cycle.