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Customer Experience & Human Capital

Autosphere » Dealerships » Customer Experience & Human Capital
Yanick Jomphe is a training consultant and a specialist in CRM implementation. She holds a B.A.A., an M.B.A. and a Ph. Online and videoconference training available. [email protected] Photo Yanick Jomphe

We really need to think about the future!

The year 2022 is finally over with its share of roller coasters and personnel logistics. The tire season ended on December 1st, OUF! We can finally breathe and strategize for the new year, which promises to be rocky. The lack of personnel affects the level of satisfaction required by the manufacturer and it will be necessary to think of intelligent processes to satisfy the customers. First of all, you should know the dunning cycles already implemented in your customer process in synergy with the manufacturer and their service programs. All emails and texts are automated, so you’re ahead of the game…Just respond to customers and especially take the inbound lines to serve customers who don’t use these technological means of communication. Secondly, it will be necessary to educate the clientele so that they understand the information technology and the means of communication offered by your company.

Communications should be directional, easy regardless of the communication channel. Third, it will be necessary to educate existing staff to use the existing technologies in your organization. As we already know, the most effective communication channels are :

  • SMS marketing SMS mailing is one of the most effective tools for prospecting and communication campaigns.
  • Website
  • Social media
  • Emailing or e-CRM
  • Traditional media
  • Shows and fairs

Why pay for an already sold lead that comes from a text message, for example. All you have to do is rely on your staff to respond to customers and form a group of several resource people dedicated to this very type of communication. It is recommended to make a form and/or brochure explaining the means of communication for your customers. How to quickly reach your service department. Be on top of the changes and the first to implement a contingency plan for your leads that you receive for service.

Imagine a planet without people, what would we do? What are the solutions: outsourcing, specialized firms or optimizing your technologies which are extremely expensive? If your company is having trouble recruiting, we imagine it’s the same everywhere. The question to ask: “Will a very well paid, happy, well treated employee tend to stay? “. We have to be competitive, especially in the salary offered to employees by specialization. Several firms specialize in personnel placement and this may be the solution. These firms guarantee the candidate for 1 month according to the agreements and many people register with this type of company. The placement agencies are qualified in recruitment. In addition to having their own platform adapted to the needs of this process, they regularly use the job search tools available as well as social networks. Thus, they recruit quickly and efficiently.

In the automotive industry, we are moving at full speed and managers are running out of time to search for candidates. Employment agencies save time, streamline the selection process, allow for confidentiality, provide access to a team of professionals to enhance and disseminate your offer, and offer labor rental services. These firms are often used to search for doormen, security guards, receptionists, administrative secretaries, managers or support staff. We can also think of college or university students for part-time work.

Questions to ask:

  • What positions are available in your dealership?
  • Is this a full-time or part-time position?
  • Does this position require training? Can we hire an employee and train them internally?
  • What are the descriptive tasks for this position?
  • What is the competitive compensation we want to offer?
  • Most importantly…Who will do the interviewing and selection process for the CVs (resumes)?

Anyone can learn with patience. When we look, we find! The problem is the lack of time to set up hiring processes and the majority of dealerships do not have a human resources department. Perhaps we should start thinking about developing a human resources department that specializes in the hiring selection process. Finding candidates is not easy and that is why you should deal with experts in the field. The world’s population will reach 8 billion in 2022 and is expected to approach 10 billion by 2050. As of April 1st, 2022, Canada’s population was estimated at 38,654,738, up 0.3% from January 1st, 2022. The population of Quebec will be 8,637,650 in 2022 and it makes you wonder: “But where are the workers?”

 

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