To put it simply, people are generally more effective and happier when they can focus on tasks that they are confident in and competent at completing. We should let our salespeople focus on developing relationships by focusing on and providing exceptional service to the customer in front of them. Just think about that service advisor who has multiple status callbacks to complete and additionally has two customers waiting for updates in the lounge? Let's stop initial appointment phone calls from distracting them from the customers that are needing updates for service on their cars. You may actually increase revenue and provide a better and more consistent communication strategy. Communicating the right way might just save you time and money. *(Dr. James Oldroyd published the Lead Response Management Study) ANGELA began her Automotive career in 2001. She spent 18 years immersed in dealership operations of both sales and service BDC. Most recently Angela built and managed a successful business development department for a large automotive group. Her knowledge of handling dealership communication strategies along with people and processes is her recipe for success. Angela's goal is to help her partners achieve greater variable and fixed operations success through driving additional business all while providing the highest quality of customer service. D I G I TA L D E A L E R . C O M NOVEMBER 2019 31https://www.mymanheim.com/express/ http://www.DIGITALDEALER.COM