Digital Dealer - January 2019 - 42

S A L E S & VA RIABL E OPS: F ixe d Op e r a ti ons

By Jay Harper
Director of Product
Planning and Development,
Naked Lime

Increasing Service
Business Through
Convenience - A
Tactical Approach
What do the success of
service-based companies like Uber, Grubhub, or
Airbnb tell us about today's
consumer? We know that
people are looking for retail
experiences tailored to their
individual needs and
desires; that people are
more empowered than ever
before to make informed
purchasing decisions in the
digital age; and that
technology factors hugely in

everyone's daily activity.
What ties all these
threads together in a way

that those in the automotive
service industry can turn
into actionable insights that

THIS SYSTEM
FORCES YOUR SERVICE
DEPARTMENT TO
PROCEDURALLY DO THE
RIGHT THING EVERY
TIME - AND HELPS
MANAGEMENT MEASURE
THE ENTIRE PROCESS."

drive revenue and profits?
In a word: convenience.
We live in a convenience economy. In an
era of Yelp reviews and
brand boycotts organized
overnight via social media,
one constant you can rely
on is that people will spend
money with the companies
that make their lives easiest for the least amount of
time and effort.
Convenience is what
drove the rise of smartphones, which didn't
invent internet access, but
simply put it in your pocket.
Convenience is what drove
the rise of Amazon, which
didn't invent the all-in-one
superstore, but made it accessible from the comfort
of your living room.
The same ethic could be
applied to eBay or Google,
or for that matter to any
number of companies in
industries ranging from
banking to top-performing
fast food chains.
Our next questions,
then, are: Does a renewed
focus on convenience have
value for your service department? And, if so, what
does such an approach
look like on the ground?
INCREASED
BUSINESS THROUGH
CONVENIENCE

I won't keep you in
suspense: The answer
to the first of those two
questions is unequivocally
yes. Today's consumer
prizes convenience in the
dealership at all levels and
in all departments, be it vehicle sales, F&I, or service.
What's critical is identifying
how exactly an ethic of
42

JANUARY 2019

D I G I TA L D E A L E R . C O M



http://www.DIGITALDEALER.COM

Digital Dealer - January 2019

Table of Contents for the Digital Edition of Digital Dealer - January 2019

Digital Dealer - December 2018
Contents
Message from the Show Director
6 Facing Sales Slump, Automotive Brands Can Win by Adding Real-World Value in the Digital Shopping Journey BY Brian Solis
7 Reasons for a 2019 Social Media Policy Review
'OVER-THE-TOP' Advertising! BY Jim Boldebook Dealer Ops
Buy/Sell Trends Expected in 2019
The Two Non-Negotiable Pillars of Accountability
7 Questions to Ask When Hiring a Customer Service Trainer
How to Add $1.0MM to Your Bottom Line Profits
The Art and Science of Parts Inventory Reconciliation
Trade, Tariffs, and Labor
Building Your Business by Building Your People!
Great Service Managers Follow a 4C Approach
Collision Shop Liability Is a Serious Issue for All – Read This!
Does Your Store Exemplify Consistency & Excellence or Complacency & Mediocrity?
Increasing Service Business Through Convenience – A Tactical Approach
5 Questions That Are Missing from Your F&I Customer Interviews
How to Drive Sales with Predictive Analytics BY JOHANNES GNAUCK
Digital Dealer - January 2019 - CT1
Digital Dealer - January 2019 - CT2
Digital Dealer - January 2019 - Digital Dealer - December 2018
Digital Dealer - January 2019 - Cover2
Digital Dealer - January 2019 - 1
Digital Dealer - January 2019 - Contents
Digital Dealer - January 2019 - 3
Digital Dealer - January 2019 - Message from the Show Director
Digital Dealer - January 2019 - 5
Digital Dealer - January 2019 - 6 Facing Sales Slump, Automotive Brands Can Win by Adding Real-World Value in the Digital Shopping Journey BY Brian Solis
Digital Dealer - January 2019 - 7
Digital Dealer - January 2019 - 7 Reasons for a 2019 Social Media Policy Review
Digital Dealer - January 2019 - 9
Digital Dealer - January 2019 - 'OVER-THE-TOP' Advertising! BY Jim Boldebook Dealer Ops
Digital Dealer - January 2019 - 11
Digital Dealer - January 2019 - 12
Digital Dealer - January 2019 - 13
Digital Dealer - January 2019 - 14
Digital Dealer - January 2019 - 15
Digital Dealer - January 2019 - 16
Digital Dealer - January 2019 - 17
Digital Dealer - January 2019 - Buy/Sell Trends Expected in 2019
Digital Dealer - January 2019 - 19
Digital Dealer - January 2019 - 20
Digital Dealer - January 2019 - 21
Digital Dealer - January 2019 - The Two Non-Negotiable Pillars of Accountability
Digital Dealer - January 2019 - 23
Digital Dealer - January 2019 - 7 Questions to Ask When Hiring a Customer Service Trainer
Digital Dealer - January 2019 - 25
Digital Dealer - January 2019 - How to Add $1.0MM to Your Bottom Line Profits
Digital Dealer - January 2019 - 27
Digital Dealer - January 2019 - The Art and Science of Parts Inventory Reconciliation
Digital Dealer - January 2019 - 29
Digital Dealer - January 2019 - Trade, Tariffs, and Labor
Digital Dealer - January 2019 - 31
Digital Dealer - January 2019 - Building Your Business by Building Your People!
Digital Dealer - January 2019 - 33
Digital Dealer - January 2019 - Great Service Managers Follow a 4C Approach
Digital Dealer - January 2019 - 35
Digital Dealer - January 2019 - Collision Shop Liability Is a Serious Issue for All – Read This!
Digital Dealer - January 2019 - 37
Digital Dealer - January 2019 - 38
Digital Dealer - January 2019 - Does Your Store Exemplify Consistency & Excellence or Complacency & Mediocrity?
Digital Dealer - January 2019 - 40
Digital Dealer - January 2019 - 41
Digital Dealer - January 2019 - Increasing Service Business Through Convenience – A Tactical Approach
Digital Dealer - January 2019 - 43
Digital Dealer - January 2019 - 5 Questions That Are Missing from Your F&I Customer Interviews
Digital Dealer - January 2019 - 45
Digital Dealer - January 2019 - How to Drive Sales with Predictive Analytics BY JOHANNES GNAUCK
Digital Dealer - January 2019 - 47
Digital Dealer - January 2019 - 48
Digital Dealer - January 2019 - Cover3
Digital Dealer - January 2019 - Cover4
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