Ep.29-UNCUT-Using Mobile Repair & Pickup/Delivery As A Strategy For Retention & Loyalty w/Bob Gower of Traver Connect

InteliChek Presents: The Multi-Point Inspection Podcast

Using Mobile Repair & Pickup/Delivery As A Strategy For Retention & Loyalty w/Bob Gower of Traver Connect Want to add strategic pricing to your marketing tool box? Go to InteliChek or call 877-827-7273 and ask about our InteliShare Series! InteliShare contains all of our promotional tools that you can use to promote your favorable prices, including our InteliAds, the printable flyers that you can show off in easel displays, InteliMedia, for your Digital Media Boards AND InteliWidgets, so you can show off price comparisons on your website and even let your customers schedule from the widget. When you hear the term "BDC," you may or may not think of John Traver, but you should. Known as the "Grandfather of BDC," John Traver developed an infrastructure on handling sales BDC in 1990. He even coined and trademarked the name. Bob Gower was the General Manager of a Toyota Dealership, ten years strong when he became a customer of Traver. And he was so impressed with what John was doing that he left that dealership to work for Traver in 1995. Summary In this conversation, Bob Gower, COO of Traver Connect, discusses the evolution of the Business Development Center (BDC) and the rise of pickup and delivery in the automotive industry. He shares insights into the challenges and opportunities of implementing pickup and delivery services, as well as the changing customer expectations in the post-COVID era. Gower emphasizes the importance of experience and the need for innovation in the automotive industry. He also discusses the role of technology and the option of outsourcing as a solution for dealerships. The conversation explores the challenges and opportunities of implementing pickup and delivery services in the automotive industry. It emphasizes the importance of scalability and finding resources to quickly achieve the level of expertise and efficiency of established players. The discussion delves into the logistics and outreach involved in pickup and delivery, highlighting the need for effective communication and scheduling. The role of technology in enhancing the customer experience is explored, with a focus on the importance of personal interaction and trust. The conversation also touches on the challenges of managing the move and ensuring smooth operations throughout the service process. The significance of status updates and communication in customer satisfaction is emphasized, along with the need for dealerships to invest in technology and streamline processes. The conversation concludes with a discussion on the importance of retention and loyalty in the automotive industry, and the potential for pickup and delivery services to drive customer loyalty and increase profitability. Takeaways

• The birth of the Business Development Center (BDC) revolutionized the automotive industry by providing a structured process for handling sales and customer communication.

• Pickup and delivery services have become increasingly important in the automotive industry, especially in the post-COVID era, as customers expect convenience and personalized experiences.

• Dealerships face challenges in implementing pickup and delivery, including scalability, integration with sales departments, and the need for performance tracking and reporting.

• Outsourcing pickup and delivery can be a viable solution for dealerships that lack the infrastructure or resources to handle it in-house.

• The automotive industry needs to embrace innovation and adapt to changing customer expectations in order to stay competitive and maximize customer retention. Scalability and finding resources are key challenges in implementing pickup and delivery services.

• Effective communication and scheduling are crucial for successful pickup and delivery logistics.

• Technology enhances the customer experience but personal interaction and trust are still essential.

• Status updates and communication play a significant role in customer satisfaction and retention.

Chapters 00:00 Introduction and Background 02:15 The Birth of BDC 03:21 The Evolution of Traver Connect 04:28 The Rise of Pickup and Delivery 07:06 Challenges in Implementing Pickup and Delivery 10:20 Changing Customer Expectations 11:48 The Role of Third-Party Apps in Mobile Repair 14:40 Outsourcing Pickup and Delivery 20:22 The Need for Innovation in the Automotive Industry 23:47 The Role of Technology in Pickup and Delivery 24:23 Outsourcing as a Viable Solution 27:42 The Importance of Process and Execution 29:15 Scalability and Resources 30:12 Logistics and Outreach 32:12 Customer Experience and Technology 33:39 Managing the Move 34:37 Status Updates and Communication 36:24 Logistics and Chaos 37:20 Retention and Loyalty 38:35 Learning from Others 39:02 Dealer Response to Pickup and Delivery 40:00 Convenience and Customer Feedback 41:27 Customer Experience and Relationship Management 42:13 Technology as an Enabler 44:11 Customer Experience and Convenience 45:37 Customer Loyalty and Retention 46:33 Creating a Seamless Process 47:31 Convenience and Pickup and Delivery 48:25 Convenience and Customer Expectations 50:02 Independents and Pickup and Delivery 51:21 Customer Convenience and Independence 52:03 Creating Reciprocal Solutions 53:08 Service as a Profit Center 54:40 Video MPI and Customer Trust 56:20 Service as a Revenue Opportunity 59:09 Retention and Loyalty as Goals 01:00:07 Service as the Biggest Opportunity 01:02:31 Retaining Customers and Service Profitability SuperClip Links: https://youtu.be/wiJkTkL6cU0?si=pAndwPYXN2FPMKfW https://youtu.be/xQRvflAcefo?si=RugzoQIQuMxx12Z8 https://youtu.be/3e8x0ut8neI?si=9vVv-35xh4IHztRz https://youtu.be/7Q1hUA3GB08?si=ZniQ2OrXGoTSvI65 Music: Strength To Last: We're Dreaming Wayfair: Salad Days Reveille: Talk The Walk