Showing posts with label CSI Scores. Show all posts
Showing posts with label CSI Scores. Show all posts

Wednesday, July 31, 2013

Recognized by Automotive News with DeliveryMaxx program

Business is pretty simple. If you provide a good product, and great customer service dealerships will increase sales and have the opportunity to win customers for life.

Two years ago, Southwest KIA located in Dallas, Mesquite, and Rockwall hired DeliveryMaxx to provide a Social Media Marketing and Online Reputation program that would help the North Texas Dealership spread their message to the world. Since that time, the stores have seen an increase in overall sales by 18% with some of the highest CSI Scores in the industry.


DeliveryMaxx has developed and currently has a Patent Pending with the United States Patent Office for one of the most comprehensive digital solution programs available in today’s market. The program combines the exciting time customers take delivery of their new vehicle and their review or testimonial about their experience. With the combination of these two pieces documenting a customer’s dealership visit; DeliveryMaxx is able to market the dealership to the world increasing sales, CSI scores, branding, repeat and referral business, service conquest, and a variety of other advantages.

“The program is very simple to use. Our sales people take a picture of the customer utilizing the DeliveryMaxx app with their smartphone. Our finance managers capture a review or testimonial from our customers which is posted directly to the major review sites by the customers themselves. We provide bullet points of events and specials to DeliveryMaxx and they write customized blogs for our dealerships” states, James Seale, General Manager of Southwest KIA Mesquite.

Wednesday, January 30, 2013

DELIVERYMAXX ANNOUNCES PATENT-PENDING TOTAL AUTOMOTIVE DEALERSHIP SOLUTION

Rapidly Expanding Provider Customer Loyalty and Retention Services, DeliveryMaxx utilizes modern innovations, and new marketing techniques to deliver strongest client acquisition and retaining program in the automotive industry.

DeliveryMaxx, a leading provider of automotive customer loyalty and retention programs utilizing social media marketing and online reputation management techniques, announced patent pending processes for  certain new and useful improvements in “System and Method for Customer Relationship Management and Marketing,” set forth in a Patent application for Letters Patent of the United States.

DeliveryMaxx, headquartered in Rockwall, TX, offers its Images of Success and DigitalMaxx Solutions which combines Search Engine Optimization (SEO), Online Reputation Management (ORM), Social Media Marketing (SMM), and Local Search Engine Optimization (LSEO) into a total customer care program that encourages and allows the consumer to share their great experience promoting the automotive dealership through the World Wide Web.  As a testament to its design, development, support and implementation process, DeliveryMaxx’s programs and services have been retained by many leading automotive dealership groups as well as other industries such as hotel, employment, and insurance around the United States.

“Many companies have tried to do what DeliveryMaxx has been able to create and develop, but they fail because they have taken shortcuts.  Ultimately these companies hurt the dealership, and do not provide the service the automotive industry needs” states Josh Deaton, CEO and co-founder.  Instead of an automotive dealership having to go to five different vendors to provide social media marketing, online reputation management, search engine optimization, local search engine optimization, and a customer loyalty program; DeliveryMaxx combines all of these programs into a complete program that will help dealerships “Win Customers for Life”.

“DeliveryMaxx was created methodically filling in all of the gaps that dealerships were unable, or did not know how to fill to complete the circle of attracting a new customer, providing great service or products, and having them share their experience immediately with friends and family” explains James Schaefer, COO and co-founder thus providing automotive dealerships and other organizations with a unique ability to increase CSI Scores, Sales, Customer Loyalty, Service Revenue, Online Reputation, Search Engine Optimization, and Branding.

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DeliveryMaxx is a privately held company providing social media marketing, web-based solutions, customer retention, and other advertising services and is based in Rockwall, Texas.  DeliveryMaxx is the preferred provider for companies needing to improve web presence, online reputation, customer satisfaction, sales, and innovative strategies that enables them to confidently deploy their mission-critical products and services in today’s competitive environment for market share.  For additional information about the company or its products and services, please visit www.deliverymaxx.com .

Wednesday, December 26, 2012

Crossroads Chevrolet Cadillac brings Class and Luxury to the World with DeliveryMaxx

At Crossroads Chevrolet Cadillac in Joplin, Missouri, customer service is the number one priority.
Managing Partner Paul White says, “Some Cadillac and Chevy dealers in are in business only to turn a profit.  We’re here for our customers, whether it is showing you the car of your dreams or maintaining their current vehicle.  We are all about our customer because they are the entire reason we are in the business.  Our mission is to meet every customer need in every way possible”

Customer service means making the car buying experience as easy and enjoyable as possible, and with a new partnership with DeliveryMaxx the world will be able to take advantage of this commitment.  DeliveryMaxx has a patented program that helps dealerships obtain published positive reviews, strong company branding, outstanding search engine optimization, accurate local searches engines, and a customer loyalty program unlike anything the automotive industry has ever seen.  “It is a total dealership customer care program” that will help the dealerships customers return to the dealership time after time for years beyond the initial sale because they feel valued.  DeliveryMaxx has developed a program that turns happy customers into virtual social media billboards for the world to see.

“We are happy to have Crossroads Chevrolet Cadillac part of our network of family owned dealerships.  This dealership is the epitome of class and truly puts their customers first” states Josh Deaton, CEO of DeliveryMaxx.

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Crossroads Chevrolet Cadillac has a strong and committed sales staff with many years of experience satisfying our customers’ needs. Their new and used vehicle inventory is unmatched in the four-state area of Arkansas, Oklahoma, Kansas, and Missouri.  They specialize in offering great prices with rebates and incentives as well as experts in service and parts to help all of their customers keep their vehicles in great shape for years of enjoyment.

Crossroads Chevrolet Cadillac in Joplin, Missouri proudly serves Rogers, AR; Fayetteville, AR; Joplin, MO; Pittsburg, KS; Miami, OK; and surrounding cities. They help customers from Webb City, Carl Junction, Carthage, Neosho, Baxter Springs, Columbus, Pittsburg, Bella Vista, Bentonville and Fayetteville, with their Chevrolet and Cadillac needs, and we look forward to helping new clients all over the United States.

Crossroads Chevrolet Cadillac is located at 4630 East 32nd, Joplin, Missouri and boast highly trained experienced technicians, and their entire auto parts possess the highest quality coming from the best manufacturers.  The lobby is comfortable with amenities allow any customer to relax during their visit.

DeliveryMaxx provides a total automotive dealership care program providing their clients consumers with social media marketing, online reputation management, search engine optimization, customer loyalty, and retention.  They utilized their proprietary software and patented programs to help automotive dealerships maximize their effectiveness positively influencing consumer behavior.

Saturday, December 22, 2012

Lake Country Chevrolet Cadillac Selects DeliveryMaxx to Share their Brand with the World

At Lake Country Chevrolet Cadillac in Muskogee, Oklahoma, customer service is the number one priority.

General Manager Greg Woods says, “We are proud to foster long term relationships with our Broken Arrow, and Green Country Chevrolet and Cadillac customers in the Muskogee area. Many Cadillac and Chevy dealers in are in business only to turn a profit.  We’re here for our customers, whether it is showing you the car of your dreams or maintaining their current vehicle.  We are all about our customer because they are the entire reason we are in the business.  Our mission is to meet every customer need in every way possible.”

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Customer service means making the car buying experience as easy and enjoyable as possible, and with a new partnership with DeliveryMaxx the world will be able to take advantage of this commitment.  DeliveryMaxx has a patented program that helps dealerships obtain published positive reviews, strong company branding, outstanding search engine optimization, accurate local searches engines, and a customer loyalty program unlike anything the automotive industry has ever seen.  “It is a total dealership customer care program” that will help the dealerships customers return to the dealership time after time for years beyond the initial sale because they feel valued.  DeliveryMaxx has developed a program that turns happy customers into virtual social media billboards for the world to see.

“We are happy to have Lake Country Chevrolet Cadillac part of our group of family owned dealerships.  This dealership is an example of class and that puts their customers first” states Josh Deaton, CEO of DeliveryMaxx.

Lake Country Chevrolet Cadillac has a strong and committed sales staff with many years of experience satisfying our customers’ needs. Their new and used vehicle inventory is unmatched in the entire state of Oklahoma.  They specialize in offering great prices with rebates and incentives as well as experts in service and parts to help all of their customers keep their vehicles in great shape for years of enjoyment.

Lake Country Chevrolet Cadillac in Muskogee, Oklahoma proudly serves Tulsa and Oklahoma City and surrounding areas. Customers come from all over including North Texas and they look forward to helping new clients all over the United States.

Lake Country Chevrolet Cadillac is located at 144 West Shawnee, Muskogee, Oklahoma and boast highly trained experienced technicians, and their entire auto parts possess the highest quality coming from the best manufacturers.  The lobby is comfortable with amenities allow any customer to relax during their visit.

DeliveryMaxx provides a total automotive dealership care program providing their clients consumers with social media marketing, online reputation management, search engine optimization, customer loyalty, and retention.  They utilized their proprietary software and patented programs to help automotive dealerships maximize their effectiveness positively influencing consumer behavior.

Wednesday, November 28, 2012

DeliveryMaxx Executives Share Family Successes

Co-Founders Josh Deaton and James Schaefer have built DeliveryMaxx into a multimillion dollar organization from an idea scribbled onto a yellow notepad to a state-of-the-art patented program that provides automotive dealerships and other organizations with a unique ability to increase CSI Scores, Sales, Customer Loyalty, Service Revenue, Online Reputation, Search Engine Optimization, and Branding.

With DeliveryMaxx, automotive dealerships truly have a total customer care program that allows the consumer to share their great experience through published online reviews as well as their new vehicle through social media marketing.  “Many companies have tried to do what DeliveryMaxx has been able to create, but they fail because they have taken shortcuts.  Ultimately these companies hurt the dealership, and do not provide the service the automotive industry needs” states Josh Deaton, Chief Executive Officer of DeliveryMaxx.  Instead of an automotive dealership having to go to five different vendors to provide social media marketing, online reputation management, search engine optimization, local search engine optimization, and a customer loyalty program; DeliveryMaxx combines all of these programs into a complete program that will help dealerships “Win Customers for Life”.

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In addition to leading automotive dealerships into additional profits utilizing modern technology, both men are very involved in their children’s activities.  Mr. Schaefer coaches both his son and daughter’s teams.  Recently, Schaefer’s top nationally ranked Rockwall Jackets 10U football team where he is the head line coach just won their 3rd straight National Championship at Dallas Cowboys Stadium during Thanksgiving week.  His son Joseph plays linebacker and fullback.  Mr. Deaton, who also has a son who plays golf for his middle school team, was excited to see his daughter Alexa earn the right to be called Cheerleading National Champion for Heath Hawk’s Cheerleading where the competition was televised nationally (also at Dallas Cowboy Stadium).  “Both kids work very hard in school and in their extra-curricular activities.  I am a firm believer that sports can prepare kids for business.  There are winners, losers, and a right way you have to compete.  You have to work with others in order to be successful.  I will be excited to see both Alexa and Joseph work for our company when the time comes” says James Schaefer, Chief Operating Officer of DeliveryMaxx.
 
Of course both Joseph and Alexa are 10 years old and each in the 5th grade, so they will have some time to continue to enjoy their activities before the challenges of running a business become a reality of life.  However, if their success in sports is a prelude to how they will do in business when that time comes, DeliveryMaxx has a very solid line of succession.

Friday, September 14, 2012

The Right Tools for the Job: Internet Technology in the Service Drive

There are many generations of vehicle owners pulling into dealership service drives across the nation.  Furthermore, they can be driving anything from a late model relic to the latest in automotive wonderment.  You pick the letter in the alphabet to define the generation...Boomers, Gen-X, Gen-Y, Millennium-Gen.  That's a lot!

As a service professional, it's your job to pick up your customer's highest expectations and maximizing profits per repair order.  Oh yeah, did I mention you've got to do all that AND get high CSI scores?  A circus juggler might come to mind as you try to wrap your head around it all.  But let me highlight the concept of Effective Communication.  Without a doubt, effective communication between you and your customer is the single most critical aspect of your success, your business, your R.O. averages, and your CSI scores...PERIOD.  Are you still using the telephone to do that?  Let me expand that thouught just a bit.

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I have a Time Magazine from April 1993.  The cover reads, 'The Info Superhighway' (Time Magazine: April 12, 1993 / Vol. 141 No. 15/ www.time.com/web ).  There is a page after page of concepts pertaining to internet technology in the future.  It was all so foreign to the average consumer that it seemed like science fiction.  However, now, looking back on all of that in the rear-view mirror, it's like "(yawn)...what's your point?"

The point is this, when that article came out I was writing service for one of the largest Honda dealers in Portland, Oregon.  The computer at my write-up station had a green-screen for crying-out-loud!  The most sophisticated car in the suite of automobiles available to our customer had 24 on-board computers, very few people had a personal computer at home, cell phones were flip-phones that made phone calls...that's it, and Data, he wass a character on Star Trek: The Next Generation.  Nevertheless, the basic elements of service consulting in the dealership service drive haven't changed that much over the last 20+ years.  The tools for communication have.

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The basic tenants of added-value customer service are still the same: courtesy, cleanliness, promptness, professionalism, product knowledge, effective communication, active delivery...all the same.  Yet the products are more sophisticated and so are your service customers.  My boss at that Honda store summed up customer perception like this, he said, "if you're customer has to call you before you contact them by the end of the day then you've lost their perception of a high standard of customer service."  Are you still using the telephone to do all of that?

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I like to get out into dealerships and talk with the pros working on the front lines of service consulting. In fact, the other day I was at Southwest KIA of Rockwall in Rockwall, Texas talking to a few of the writers in that store. It’s a new store with an exciting suite of products. The service area and write-up area are clean and very modern-looking. It’s a really nice store. They have a consultant named Kevin Leary who’s been writing service since 1979. Do you think he’s seen some changes?! Needless to say, Leary is a valuable asset just by his years of experience alone. I was talking to him about some of the modern technology they are using in their service drive. Leary says “We’re reaching our service customers in ways we’ve never dreamed of before.” By that he’s referring to internet technology via emails and social media like Facebook and Twitter as well as texts and data sharing on customer’s smartphones. Leary also utilizes powerful write-up tools like remote pads to do the customer write-up at the car. The remote table also allows him to pull up vehicle and customer history, previous service recommendations, current service recommendations, and any current recall information from the manufacturer for that customer’s vehicle. John Monigold, also a service consultant at Southwest KIA of Rockwall, has developed an email template to interact with his Generation-Y service customers after they’ve visited him. John says he uses modern internet technology to cultivate a high volume of highly favorable CSI review responses by his younger, tech-savvy customers. Leary concedes that he prefers the telephone to do most of his consulting and communication but, he realizes the power and value in internet technology, especially with the younger generations of car owners. Regardless, it is easy to understand why Southwest KIA of Rockwall’s service department has earned the highest CSI averages in their district. Great job!
 
Another service pro I talked to is Richard Ancheta at David McDavid Lincoln in Plano, Texas. With 11 years of experience, Ancheta is the highest producing Assistant Service Manager in the service drive at the Plano store. He also uses email, texts, and data sharing with his service customers as a form of effective communication. He conveys estimates, pricing, progress reports as well as up-to-date warranty and recall information to his customers throughout the day. Like Kevin Leary, Ancheta says that “At the end of the day, there’s nothing more solid than a verbal conversation with your customer…” but the internet and technology via social media and smartphone technology make him vastly more effective in conveying the perception of the highest standards of customer service to his service customers. So, are you still using the telephone to do all of that?

Isn’t amazing how quickly technology in automobiles change? Earlier in this article, I mentioned that in 1993 a “high-end” car had about 24 processors on-board. Since then that number has more than doubled. All of those processors are synched with control sensors and monitors; it is a marvel indeed, the cars we drive today. So why would any service consultant in the modern dealership not want to employ all of the benefits of modern technology to communicate with their customers?  These customers who are likely to be tech-savvy, and at the very least, as sophisticated as the cars they drive. According to Kevin Leary, “It’s important to keep technology fresh and updated.” In other words, is your service customer’s perception of your operation up-to-date and modern, or is it lacking?  Updated, modern technology is often a large expense for dealerships, but that cost is a small price to pay when compared to the loss of customers, revenue, and low CSI in its absence.  Perhaps perception can be improved by a service consultant simply asking their customer which method of communication they prefer, “Email, text, phone calls, or smoke-signals.” Regardless, effective communication is at the forefront of every service transaction, and crucial to the success of your service business. And so, if you are a service professional working in the modern dealership today, are you still using the telephone to do all of that?

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DeliveryMaxx in the Automotive Industry Leader in helping dealerships with customer loyalty, increasing CSI Scores, higher SEO value, published positive reviews, strategic social media marketing, additional fixed operations revenue, more sales, and repeat and referral business.  Our company was founded by “Car Guys”, and we make it a practice to hire the top talent that has automotive dealership experience.  Craig Rodenmayer, the author of this article, has spent years working service in the automotive industry.  His experience allows us to provide programs that are advantageous for fixed operations.

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Tuesday, August 28, 2012

Opinion about Google+, Reviews, and Online Reputation Management

Everyone has an opinion about how to use Google+ and posting reviews.  We see the extreme from hoping your customers post a good review to allowing the “real experts to post your reviews”.

Those of you, who finish reading this blog, will receive information many companies don’t want to tell you or just don’t know how to do.  Furthermore, your sales both repeat and referrals will increase, your branding will dominate across the web through all of the social media sites, you will have published positive reviews that stick, and your search engine optimization (SEO) value will be stronger than ever.

As I travel across the country helping automotive dealerships improve sales and retaining their customers I am exposed to many theories about how to win the battle for market share.  The battle is usually lost by many because there is no strategy involved.  I will talk about this later in the article.

The facts are:

66% of consumers use the internet to research an item online before their purchase
89% of consumers research vehicle reviews online before they make their purchase
62% of all consumers read consumer-written product reviews online (with the highest percentage coming from 22-35 year olds (82%) while 36+ at 45%)
69% of consumers who read reviews share them with friend, family, or colleagues, thus amplifying their impact in consumer behavior
82% of consumers say their purchase decisions have been directly influence by the user reviews, either influencing them to buy a different product other than the one they had originally been thinking about

Therefore it is necessary to pay attention to how you are managing your Online Reputation.  Before we discuss how to help your online reputation, we need to identify what Online Reputation is. 

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Online Reputation is the individual, consumer, business or products perceived reputation identified on the World Wide Web recorded by reviews, blogs, websites, social media platforms, and the media.  Individuals over the age of 37 will understand this simply as reputation.  However, with the invention of the web, we have become more sophisticated and added online because all of the information is available at our fingertips.

Once businesses figured out their reputation can be researched by anyone online they either turn to a so called “online reputation expert or manager” or try themselves to assist with cleaning or keeping clean their reputation.  The problem is that because the knowledge is foreign to many dealership principles or general managers, the dealership is susceptible to malpractice.  A bad online reputation will cost you money!

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Online Reputation Management (ORM) is the practice of understanding or influencing an individual or business brand. It was originally coined as a public relations term, but advancement in computing, the internet and social media made it primarily an issue of search results. Although it is often associated with ethical grey areas such as astro-turfing review sites, trying to censor negative complaints or using gamey SEO tactics to influence results, there are also ethical forms of reputation management, such as responding to customer complaints, asking sites to take down incorrect information and using online feedback to influence product development and other insights.

Let’s be very clear before you read on.  If you are looking for a company that is offering you a quick fix, if you refuse to offer great service and a good product, or want to deceive consumers than you WILL NOT want to read further.  I am not in the business to mislead our consumers.  I am in the business to help businesses share with the world how great their company and product is.  If that is you, then you will want to continue to read.

Online Reputation is NOT just about reviews although it is a major factor for businesses that rely on consumer opinion.  Online Reputation is built by having a presence throughout the World Wide Web.

The following is a list of web locations and Best Practices you must have in order to maximize your Online Reputation (I am assuming you care about your customers, want to be successful, and have a great product or service you believe in):

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•Strong Locals such as Google and Yahoo (there are over 150 you should be aware of) that are accurate and completed in their entirety to maximize local searches.  These local sites will also help consumers identify correct reviews.
Blog Pages (There are many, and they all index differently) This is the same as a newsletter that you share with your customers, but now you are able to share with the world about your company and information about your product or service.
Social Media Sites that focus on images.  Pinterest has become the 3rd most popular URL site in the world; however, nobody heard of this site 6 months ago.  (Again, there are hundreds of these types of sites)
Social Media Sites that focus on videos.  Almost everyone has heard about YouTube, but what about other sites such as MetaCafe and others?  Videos index greater on places like Google and are an inexpensive way to share your message 24/7.
Social Media Sites like Facebook, LinkedIn, Google Plus and more (new popular sites are developed every day) which thrive on content.
PR Blog that you can share with the world extraordinary events that you would love for mainstream media to pick up and share with the world.
•A well-built website that has basic stuff like a really good Title, Meta, Alt, and Text optimized for any of the search engines. There are more requirements in building a great website such as where to place the phone number, and others, but these are some of the basics.
XML site map and HTML site map.  Google and Bing (Yahoo) only except XML.  You will want to have all of your sites easily found by all of the search engines.
A Strategy, and the ability to have all of these tools working together to promote your business.  (I have heard of companies that say they can do this for $695 a month, and I can assure you that a company like this will not be able to provide you what you are looking for at this cost.  I am not saying you have to pay $10,000 a month for this type of service, but there is a lot involved when managing your e-commerce if you want it executed correctly.)

Strategy is often overlooked when building your Online Reputation.  There are several steps you will want to take to make it easy for you to manage your reputation.  A house will not stand if you do not have a strong foundation.  The same goes for your Online Reputation.

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 •Make sure your dealership message is consistent across the interest. We have found in some markets Yahoo is more effect than Google. And don’t ever count Bill Gates out. Bing powers a lot of the Social Media Searches along with the Automotive Mobile Navigation Systems.
•Focus on a sound sales process. A positive customer experience not only helps with positive reviews, but it will increase your gross.
•Do not just focus on Google+. Google produced over 80 million yes million errors when they converted over. They are in a world of hurt over it and have heard that dealers are talking about a class action lawsuit. You must focus your efforts across the board. Ever heard of “don’t put all of your chickens in one basket?” 
•Keep everything the dealership does transparent. If you hide something that means you are up to no good and in this day and age you will get caught. And getting caught will do more damage than a bad review.  Do you remember the Dealers that made 20/20 in the early 2000s?  That was just ugly!
•DO NOT – again – DO NOT forget about Yelp. Yelp has had a few problems and there have been some allegations of extortion by both the company and yelpers themselves. But Yelp is a player and isn’t going away. It’s almost like a cult.  If it hasn’t hit your market yet it will.
•Provide an avenue for your customers to review your business the right way.  Read below for information on how to get reviews the right way.
•Develop strong Customer Loyalty.  I will talk more about this later in the article.
•Utilize Web 2.0 to allow all of your sites to communicate your story to the world. 

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Acquiring Google+ Reviews and Having them Stick!

If you have knowledge of how Google works then that makes you the Billion Dollar Man or Women. The Google Secrets are guarded better than Fort Knox.  If you are not able to crack the Google Code then how could anyone offer advice to car dealers or any business on how to get all of the reviews to stick? The fact of the matter is only the chosen few know exactly how any of it works and I would bet not one person knows it all.

Let’s address the IP Myth. Think about this; take any given company for example Texas Instruments. Do you really thing Google will block or identify Texas Instrument’s internet gateway (the point where TI accesses the internet), please… that would impede 25000 plus users from using their products and services.

I believe that it is based on usage of the account. If the account is active and a Google+ has been created then the reviews will stick no matter the content. Why you might ask? Because it’s a real person, it doesn’t matter where the review is generated in my opinion; it matters on how Google+ is used.

There is nothing wrong with offering the client a choice to give an honest review while in the dealership. Again the keyword here is “OFFERING”.  However, don’t stop with just Google. Offer a whole host of sites for the client to post a review or even better allow the client an area to write the management/owner a personal note about their experience. A personal note a lot of the time has a bigger impact on store processes.  For example, we have a program that allows consumers to post good and bad reviews before they leave the dealership.  This allows dealers to address issues and identify the good and bad before the customer takes their business elsewhere.

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Are Reviews about playing “Gotcha” or are they designed to INCREASE CONSUMER SATISFACTION?  I believe Google, Yahoo, Yelp, and other sites were created to ultimately provide the latter.  As with everything, there are businesses that practice unethical behavior which affect us all.  In most cases, if you are using a good vendor or doing all of these things yourself correctly, then your business will not be punished.  If you are not doing it right then you deserve what you get.

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Avoid using services that offer to create Google+ Local reviews based on customer survey data, online forms, or personal customer correspondence.  With all of the legislation that has been implemented opens the dealer up to a huge liability factor.  Check out the FTP site to see possible fines that can occur if caught. Many of the reviews will not stick especially in Google+, but there are a lot of vendors that still practice this. Many of these companies claim to have IP jumpers, MAC Address changers or even proxy server access. Believe me that’s 100% wrong.   It doesn’t work for long.  How do I know?   Because I had the opportunity to partner with several companies that would collect and post reviews this way.  It did not look, feel or smell right so my business partner and I developed a program to help dealerships and other companies to build their Online Reputation the Right Way.  “If it looks like a duck and sounds like a duck…it must be a duck.” in the … (BTW: a lot of posting are made at coffee houses by these types of companies).

Do not assist or encourage customers in creating a Google account to post a favorable review on your Google+ Local business page.  If you encourage or assist a client on any matter which can be considered an endorsement and not disclaim it is highly illegal and the fine can be in upwards of $250,000 for a first time offense.

There is nothing wrong with ask them to jot down a few words on how there car buying or service experience was. A lot can be learned from this action which can hugely benefit the dealership, client experience, and ultimately Consumer Satisfaction.

Carl Sewell once told me, “If you take what your clients have to say to heart guess what Profits will increase!”  Carl Sewell obviously wrote the best seller, Customers for Life.

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Inspect your Google+ Local business page to monitor the reviews that are being posted.  Make sure that all of your business information is correct on a weekly basis.  Many dealerships either do not have time, or become very depressed when they do look at their pages.  Don’t be an ostrich and stick your head in the ground!  Your issues will not go away without doing something about them.  

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 If you are Marketer provide this service for your clients coach them on how to address the client in a public forum.  Every business make mistakes, but taking the easy way out and ignoring the post is ludicrous. We are a forgiving society, and consumers are human.  We want to do business with “real companies that care”.

If you do not maintain your local pages (notice pages) you are loosing out on market share. There 100’s of local networks and you never know which one people will use. You must make sure your message is consistent on each site.

Marketers this is a new opportunity to provide a much needed service the automotive dealer. 

The only thing you can or should do is ask the client for a review good or bad with no strings attached.  You just might find a hole in the sales process that can be fix which will provide the client with a better experience. When you make small adjustments to the sales process improving the client experience profits increase!

Bottom line, Google+ is the new thing on the block and everyone is worried about how to use it.  Remember Google created millions of errors during the transformation and minimal Google users (people that use Google for Gmail only) will not convert over to Google+ to write a review. Most users have spent years developing their Facebook network and don’t really want to move over and start anew.

True, Google is the 800 pound gorilla, but don’t get caught up in all the hype.  Apply sound digital marketing practices and you’ll be fine, or as my grandmother told me “Watch your Ps and Qs”.  Google has huge issues right now and it is going to take them a very long time to sort them out.  If you were one of the Dealerships that feel Google removed legitimate reviews with out your consent email us and we can send you information on how to start legal actions in addressing this issue.  Email us at sales@DeliveryMaxx.com and put Need Help with Legitimate Reviews in the subject line.  We will have one of our technology specialists help navigate the proceedings.  If your Online Reputation Management needs help and this is a service that you would like us to give you a comprehensive overview then put Automotive Digital Marketing Done Right in the subject line.

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Creating Customer Loyalty is the easiest way to get positive reviews and build your Online Reputation!

If you have read this far, then you are serious about your business.  I commend you, and you are probably a partner in the dealership or one day you will be.

Business really is simple.  A good product, fair price, and outstanding customer service separate your company from the competition.  The customer wants to spend their money where they feel valued.

If you are putting the customer in the vehicle that is right for them at the price that is right then you will have a satisfied customer.  However, if you thank them for their business, and welcome them into your family they will become your customer for life.

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So how do you do this 100% of the time?  It starts with you.  Set an example throughout the dealership and identify your expectations.

•You have to have a Customer Friendly Culture
•Develop processes to communicate with your customers where they are.  We know that 80% of your customers are on the web, but what about the other 20%?  Combined an electronic follow-up as well as traditional follow-up system.
•Consistently follow-up with your customers during happy times such as birthdays, holidays, and annually after the delivery of the vehicle.  Let the customer know you still care about them long after they have left the dealership.
•If you have a Service Department, create ways of getting your customer back into your dealership to experience your customer service.
Inspect what you expect.
•When you make a mistake (and you will), do your best to make it right.

Doing all of these things is not as easy as turning on a light switch.  If it were, then we would not have competition.  Since it takes a strong strategy, hard work, and great ethics you have the opportunity to stand tall above the rest of the world.  By doing all of these things our network of dealerships have experienced key results:

•Published Online Reviews
•Web Domination through all of the Social Media Sites
•Increase in Sales both Repeat and Referral Business
•Additional Revenue in Fixed Operations
•Strong CSI Scores
•Greater Employee Retention
•Customer Loyalty and Retention

Good luck selling and we look forward to seeing you at the top! 

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Thursday, August 23, 2012

Successful Companies Help Our Community

 “A successful company creates jobs, jumpstarts the economy, and allows all of us to pursue the American Dream” states James Schaefer, Chief Operating Officer of DeliveryMaxx.

Schaefer explains, “The facts are simple.  A small business that was developed, and financed with our own resources has led to jobs for 15 employees and the opportunity to spend their income on goods and services that employ others as well.  As our company grows, so do opportunities for others.”  “It is the ‘multiplicity effect’.  It is not about the haves and have-nots!  It is about opportunities created for all.  Small business owners take personal risk after identifying advantages, perceived or otherwise, and if successful provide jobs, family vacations, medical care, and educational opportunities for future generations.  If a father or mother is able to bring home income they are able to provide these things for their children.” Schaefer points out during one of his Small Business Summits.

The Declaration of Independence, one of our nation’s foundational documents, states in simple eloquence a philosophy of government which is profound, viable, and Biblically correct.  In the words of the Declaration written by President Thomas Jefferson,

We hold these truths to be self–evident,
That all men are created equal,
That they are endowed by their Creator
with certain unalienable Rights,
That among these are Life, Liberty and the pursuit of Happiness.–
That to secure these rights, Governments are instituted among Men,

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The constitution states that we all have the right to pursue “Life, Liberty, and Happiness”.  It does not guarantee us “Life, Liberty, and happiness.”  So why are businesses, no matter the size, made to look like evil empires by some media outlets?  Why do some politicians stir up emotions of some that they are entitled to these rights?  The word “Pursue” is left out of this argument all too often, and that has created a “fundamental war” between the “haves” and “have-nots”.

Mr. Schaefer gleams about the business partner he found in Co-Founder, Josh Deaton.  Mr. Deaton has taken on the role of Chief Executive Officer for DeliveryMaxx.  Mr. Deaton’s story is a story like many other great American business owners.

Josh grew up very poor in the small town of Anna, Texas.  He lived in a trailer home most of his life with his mother and various step-fathers.  His mother was married five separate times, and his birth father spent many years in federal prison.  Deaton was determined to pursue a different life, and break the chains of poverty.

While in high school, Josh would wake up early in the morning and sit in the middle of the field taking site of Doves that would fly into the sites of his shotgun.  If successful, he would provide dinner for him and his family.  Once he saw the bus kicking up the dust from the gravel road about two miles out, he would place the gun back in the house grabbing his school supplies for a nine hour day of learning and athletics.  He was a star athlete in basketball and football, but Anna High School was too small for any major college to take notice of him.

When it was too dark to see, Josh resorted to fishing in the dark at a nearby pond or lake to continue providing food for his family.  All odds were against Josh.  His mother was on disability.  His Father was in prison.  His step-fathers were drunks, abusive, or both.  Mr. Deaton’s, step-grandfather and uncle was a positive role model for him.  They both were accustoming to working hard and instilled those values into Josh.  At the end of high school, Mr. Deaton joined the United States Marine Corp which he considered an honor to serve his country.

Mr. Deaton’s leadership qualities were quickly noticed by the Corp where he became a Guide and ran his Platoon during training. Deaton was honored as the top in his class with the highest rifle and pistol scores in the division. He quickly rose to the rank of Corporal where he led his platoon as Platoon Guide. Mr. Deaton then was asked to try out for the C.Q.B. (Close Quarters Battalion) where he was honored to train with the FBI to protect National Security.

 

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Josh Deaton (with gun ready), Squad Leader taking a break with his men before next engagement

However, adversity struck Josh’s family again when he learned that his mother had suffered a severe debilitating back injury in an automotive injury, and was unable to provide for the family.  Mr. Deaton was given an Honorable Discharge from the military and came back home to provide for his family.

Without much formal education, despite having an IQ of 144, Mr. Deaton learned masonry and other manual skills resulting in laying tile in many upscale homes.  Josh was able to see some of the finer things in life, and knew that he wanted to provide those things for his family.
After purchasing a vehicle from a dealership in the Dallas, Texas area, he inquired about working as a sales person.  He knew that with a lot of hours, hard work, and the mindset for treating customers’ right, he would be successful in the automotive industry.

Deaton’s outstanding automotive knowledge and managerial achievements have been honored by industry and business leaders, including one of the largest publicly traded automotive companies in the world, Sonic Automotive. Deaton was named “Best of the Best” in 2005 as their highest valued and most respected Manager in the organization. 
 
Deaton worked at Lute Riley Honda, one of Sonic Automotive’s premiere dealerships. He held just about every position including consecutive “Salesman of the Month”, Top grossing Business Manager, Top Grossing Sales Manager and voted “Best of the Best” as the New Car Director. While in-charge, Deaton implemented a unique process that increased revenue, CSI scores and Sales, putting Lute Riley Honda at the top of the charts. In doing so, Lute Riley Honda won 2 consecutive Presidential Awards which are only awarded to the top dealerships for Honda. This is the equivalent to winning the Super Bowl and to do it two years in a row is a top feat in itself.

During his time at Lute Riley Honda, Mr. Deaton hired, trained and motivated a staff of 76 people. Within 2 months Lute Riley Honda rose from the number 6 to the number 1 volume dealership in the state of Texas. Within 6 months of Mr. Deaton’s leadership, Lute Riley Honda ranked within the Top 10 highest volume dealerships in the United States. Lute Riley Honda profits were the highest in the company’s history along with a system to put Lute Riley Honda in the top 5% of the 1000 Honda dealerships in the Nation for customer satisfaction. Because of this exceptional achievement, Lute Riley Honda was awarded the President’s Award 2 years in a row. This award is given to the elite dealerships that rank in the top 10% nationally for their high customer service scores compared to all of the Honda dealerships nationally.

Mr. Deaton was named “The Best of The Best” by Sonic Automotive. Sonic Automotive (SAH) is recognized worldwide as the leader in the automotive industry. Their organization owns more than 120 new- and used-vehicle dealerships and 25 collision repair centers in 15 states. Lute Riley Honda was Sonic Automotive top performing store under Mr. Deaton’s leadership.

Deaton loves a challenge and wanted to see if he could do the same thing at other dealerships. He was offered the position of New Car Director at David McDavid Honda of Frisco. His first month at the helm,  the dealership went from ranking number 15-25 in volume to number one in the State of Texas, beating Lute Riley Honda and at the same time winning the prestigious Presidents Award again.  Soon the dealership was ranking in the top 5 highest volume dealerships in the United States.

Deaton has always been the leader in the industry. As a General Sales Manager Acura in Phoenix Arizona, he implemented many new strategies and processes that many dealerships

follow to this day.

During his time in the automotive dealership world, Josh was able to invest most of his earnings into startup companies giving yielding him capital to pursue the dream of owning his own company.

Josh now brings the same leadership and vision, which made him successful at the dealership level, to DeliveryMaxx, providing outstanding services to the entire automotive world. DeliveryMaxx provides dealers with cutting edge technology that ensures that the dealership is getting maximum exposure and creating a long lasting bond with their customers. This will keep them as customers of the dealership for life!

Before DeliveryMaxx was born, Mr. Deaton was an investor in an International Marketing Company that James Schaefer was a Senior Level Executive.  James’s story took a little different path than Josh’s, but was based on many of the same life learning lessons.He was the son of a German Immigrant, who had come to the United States just after World War II.  Mr. Schaefer’s father’s family had lost everything in the war including a private college in Cologne, Germany.   Mr. Schaefer’s father had grown up in a very similar situation that Josh had grown up.  “I think that is why Josh and I get along so well.  I can relate to Josh, because that is how my father grew up” Mr. Schaefer often tells business associates.  His father did not have anything given to him in life having to work road construction in Houston, Texas throughout high school.  “His best clothes were a pair of jeans without holes in them and a white t-shirt that was not dirty.”  James’ father earned a football scholarship to Stephen F. Austin State University after playing high school football for one of the famous Coach Bear Bryant’s Junction Boys, Coach Bobby Marks.  His father turned to a life of education, coaching, and ministry to help young people plan and pursue their dreams.  However, a life of service to others did not provide the riches Mr. Schaefer desired in his youth. 

One day while helping his father dig a drainage ditch he answered to his father’s demand of learning manual trades that, “I plan to make enough money that I don’t have to do this for a living!”  Mr. Schaefer always knew he would become an entrepreneur.  In the ninth grade, he secured many lawns with a reality company and employed several of his high school classmates to help him maintain this business.  His knack for understanding simple economics led him to open up one of several businesses that revolved around customer service and advertising.

After becoming a 1996 graduate of Stephen F. Austin State University with a major in Political Science and Minor in Business Mr. Schaefer has been employed with Universal Technical Institute (UTI), Alta Colleges, and Combustion Media.  He has started four companies in addition to being a Co-Founder of DeliveryMaxx.

Universal Technical Institute is the leading provider of Technical Training in the fields of Automotive, Diesel, and Collision Repair.  UTI has entered into partnerships with NASCAR, Mercedes Benz, Audi, Porsche, Ford, Toyota, Lexus, International Trucks, Volvo, Nissan, and Volkswagen.  They have a sales force of 270 representatives responsible for the growth (enrollments) of UTI.
 
During his tenure with UTI Mr. Schaefer has served as a Field Sales Representative, Change Leader, and Regional Sales Director and as a result has acquired experience in sales, management, training, public relations, marketing, human resources, and an understanding of the vocational need in America.  He received many awards year after year as one of the top representative, and when in management his team of representatives became one of the top teams in the organization.  His last position with UTI was as a Regional Admissions Director.

 

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(Left to Right)In 1999 pictured is James Schaefer, UTI Director; Richard Younker, Park Place Porsche; Patrick Stanberry, BMW of Dallas; Tim Minor, Sewell Lexus are all former students of Mr. Schaefer.  They are living the American Dream.

After leaving UTI, Mr. Schaefer accepted a position with Alta Colleges as a Regional Director of Admissions quickly becoming a leader within the organization.  Alta Colleges even designed their assessment test for managers after Mr. Schaefer because of his leadership qualities in motivating and turning around underperforming sales teams.  In his short tenure, Mr. Schaefer earned multiple awards and being appointed to the Leadership Counsel.

Alta Colleges is a for profit educational institute specializing in CAD, Graphic Design, and Computer Science.

Alta Colleges offered Mr. Schaefer a Vice President of Sales position, but he declined to embark on a new challenge outside the education industry.  Mr. Schaefer accepted a position as the Vice President of Sales with Combustion Media.  He quickly moved up within the company into the role of Senior Vice President of Sales and Marketing as well as the Secretary of the Board of Directors.  During his tenure with Combustion Media, he led the organization through an unprecedented growth and into the Social Media arena and Professional Sports Marketing.  Through his business negotiations he was involved with some of the world’s business and political leaders such as Steve Forbes, Senator Mitchell, Alexander Muse, Jack Furst, and then Governor Mitt Romney.

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Senator George Mitchel and James Schaefer speak at Leadership Conference in Washington D.C.

Schaefer started his first company at the age of 19 while a sophomore in College selling advertisement to local businesses and giving him a taste of successful entrepreneurship.  Before the internet, Byron Consultants utilized the power of cross marketing to consumers driving business sales.  At 21 he sold Byron Consultants and started Sweet Remembrance with Victoria Bates who later became his wife.  Sweet Remembrance was a catering company which allowed parents to have cakes, birthday, holiday, and exam packages delivered directly to their students who were studying in college.  His key role was to negotiate strategic partnerships which were accomplished by securing Wal-Mart and Stephen F. Austin State University as partners.  Again, the concept was new and innovative during this time.  He capitalized on a need and provided a great service.  In 2007, Mr. Schaefer started CarSch Enterprises and Byron Thomas Holdings which specializes in providing hair products and grooming services for Men.

It was only a matter of time that Mr. Schaefer expanded his portfolio.  Never one to rest on his laurels and his drive for making a difference in the world he co-founded DeliveryMaxx.  With the introduction to Mr. Joshua Deaton’s vision of a customer retention program; he seized the opportunity to help develop what is now called DeliveryMaxx!

When Mr. Deaton and Mr. Schaefer sat down at one of their many late night meetings to discuss the development and future of DeliveryMaxx, they were determined to make the company one of the “Greatest Places to Work”.  They based their decisions off of their life’s experiences, and were determined to overcome adversity and obstacles that they continue to face today.

Starting a new company is difficult.  Starting a company in a billion dollar market and competing against companies with over a hundred million dollars in revenue can seem monumental.  However, both gentlemen rely on their faith, family, and work ethic to climb the mountain of success.

The first decision that the founders of DeliveryMaxx had to make was how they were going to finance the company’s start-up requirements.  They had developed a great concept, but they needed to market this concept into the Automotive Industry.  The choices were to obtain a Small Business Loan, add Investors, or Finance the Business through their Personal Wealth.  The requirements for a small business loan didn’t make sense to the founders.  They would have to secure the loan with their own money.  Mr. Schaefer said, “Why should I pay a bank interest on money that I borrow with the loan being backed up with my money?”  Mr. Deaton stated that the investor option did not make much sense either.  “Why would I want to trade in one boss for another when they do not fully grasp the concept of what we are trying to do?  Investors typically only look at the bottom line and a good business has real people involved.  You cannot create a great place to work looking at only the bottom line.  We would have more control if we financed the business ourselves.”

Therefore DeliveryMaxx was financed 100% by Mr. Deaton and Mr. Schaefer.  This was not done without much sacrificing from both men and their families.  To minimize personal expenses, Mr. Deaton sold his beautiful upscale home taking a hundred thousand dollar loss due to the depressed housing market and moved into a much more modest neighborhood.  They explained to their kids that eating out was a luxury and found ways to make potatoes and rice into a gourmet meal.  Josh talks passionately about the meals he came up with.  “If DeliveryMaxx didn’t work out, I would have a great career as a chef for the middle class and less fortunate.  I should start a cookbook and watch it jump to a best seller!” he states with a chuckle.   James’s kids have learned that luxury’s like ESPN and top cable TV shows would only be able to be viewed from the internet once the recordings were released.  “My kids thought the biggest sacrifice we made was cutting our cable where we only watched a couple of channels together that was part of the $9 a month package” James says with a smile.  Both men who claim that their family is God’s biggest blessing to them turn to more outdoor, church, and school activities to spend quality family time.  “Even when we reach the top of the mountain that we are climbing, we will continue to maintain a balanced and family oriented life.  Of course that mountain will never stop growing because we always loved to be challenged” they both state.

From the beginning, Mr. Deaton and Mr. Schaefer established a mission statement that is still governing the company today.  DeliveryMaxx is committed to quality work and superior customer service in all aspects of our business.


We value our employees and encourage them to make productive suggestions.  We want them to succeed at their job.  One of our visions is to create a Great Place to Work.  This can only be accomplished by placing a high value on every employee and their responsibilities inside and outside the workplace.  DeliveryMaxx’s Core Values are People, Purpose, and Profit.

People make the difference in our company whether they are clients or team members.  Our purpose is to provide perfect service 100% of the time.  By taking care of our people, and providing perfect service, we will earn great profits!

Our mission is to be EVERY Dealerships choice and any other entity to provide innovative tools to help retain customers for life.

That meant allowing employees to have flexible work schedules, and encouragement to put family and public service first.  Furthermore, DeliveryMaxx created a fair wage schedule that allows every employee to be financially rewarded as the company grows.  Each account that is added and all revenue that is earned are shared amongst all active employees.  As the company earns more, so does every employee within the DeliveryMaxx organization.  This concept has empowered every employee at DeliveryMaxx to help make decision that will better serve their clients.

DeliveryMaxx has developed a comprehensive program from a dealerships perspective.  They have done this because over 95% of their employees have spent some part of their careers in the automotive industry, and mostly at the dealership level.  “That’s right, our employees have sold cars, worked the desk, penciled deals, closed the gates, ported cars, bought and sold at the auction, and gone bell to bell weeks at a time.  Our employees have been General Managers, Internet Directors, Sales Managers, Managing Partners, Marketing Directors, Business Development Managers, Human Resource Directors, Service Advisors & Managers, Trainers, and Sales People participating in the automotive industry” Josh says with pride.

Deliverymaxx_customers_for_life_increase_automotive_sales_csi_scores

DeliveryMaxx was founded by “Car Guys", creating a more efficient method for successfully completing the sale at the point of delivery.  They have developed a system that effectively increases the positive experience of buying a new vehicle, accurately tracks the process, and generates increased customer retention.  They do this utilizing modern innovations and traditional techniques.  The net result to our dealership family is Increased Sales both repeat, referrals, & new business, Higher CSI Scores, Complete and Total Web Domination of Branding, Real Published Positive Reviews, Additional Revenue for Fixed Operations, and a follow-up data base that assures “Keeping the Customer for Life.”

DeliveryMaxx was formed to help businesses, particularly the automotive industry, an opportunity to show appreciation to their consumers for making these purchases.  DeliveryMaxx creates a Social Media Marketing program (SMM) to publically thank their customers on a daily basis.  Included in this marketing program, DeliveryMaxx is able to increase Search Engine Optimization (SEO) value, Online Reputation Management (ORM), and help businesses acquire positive reviews and branding.  The end result utilizing DeliveryMaxx's Images of Success program is an increase in customer loyalty and satisfaction.  This program is truly a complete comprehensive automotive dealership consumer care program.

For more information about DeliveryMaxx visit www.deliverymaxx.com

 

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DeliveryMaxx captures dealership customers' image at the point of delivery and markets that exciting time to the world helping dealerships create customers for life.

Because DeliveryMaxx has become one of the fastest growing Automotive Service Vendors they have been able to provide jobs for many individuals.  They have created real opportunities for parents to be able to help their kids go to college, buy school supplies, and ability to partake in some form of entertainment.  Thus, the “multiplicity effect” is in full swings.  When these parents pay for school supplies those who make those school supplies and sell them are able to provide for their families.  When DeliveryMaxx employees entertain their families, others are able to continue to provide earning income and increasing their spending.

Small businesses are the foundation of United States Capitalism and are what has made America the leader in the world.  Free-Enterprise allows anyone the right to pursue “life, liberty, and happiness.”

Both Josh and James spend many hours talking with today’s political leaders about obstacles for small business today.

 

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Former President George W. Bush talks with DeliveryMaxx Employees about success

Mr. Deaton, and Mr. Schaefer remain steadfast in helping the economy.  They strongly believe that small businesses have a direct effect on employment rate and consumer confidence. Consumer confidence is an economic indicator which measures the degree of optimism that consumers feel about the overall state of the economy and their personal financial situation. How confident people feel about stability of their incomes determines their spending activity and therefore serves as one of the key indicators for the overall shape of the economy. In essence, if the economy expands causing consumer confidence to be higher, consumers will be making more purchases. On the other hand, if the economy contracts or is in bad shape, confidence is lower, and consumers tend to save more and spend less. A month-to-month diminishing trend in consumer confidence suggests that in the current state of the economy most consumers have a negative outlook on their ability to find and retain good jobs.

 

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James Schaefer speaks with former Dallas Mayor Tom Leppert about importance of small business and the economy during his Senate bid for Texas

Investors, manufacturers, retailers, banks and government agencies use various assessments of consumer confidence in planning their actions. The ability to predict major changes in consumer confidence allows businesses to gauge the willingness of consumers to make new purchases. As a result, businesses can adjust their operations and the government can prepare for changing tax revenue. If confidence is dropping and consumers are expected to reduce their spending, most producers will tend to reduce their production volumes accordingly. For example, if manufacturers anticipate consumers will reduce retail purchases, especially for expensive and durable goods, they will cut down their inventories in advance and may delay investing in new projects and facilities. Similarly, if banks expect consumers to decrease their spending, they will prepare for the reduction in lending activities, such as mortgage applications and credit card use. Builders will plan for the decline in home construction volumes. The government will get ready for the reduction in future tax revenues. On the other hand, if consumer confidence is improving, people are expected to increase their purchases of goods and services. In anticipation of that change, manufacturers can boost production and inventories. Employers can increase hiring rates. Builders can prepare for higher housing construction rates. Banks can plan for a rise in demand for credit products. Government can expect improved tax revenues based on the increase in consumer spending.

How important are small businesses to the U.S. economy?

Small firms:


•Represent 99.7 percent of all employer firms.
•Employ about half of all private sector employees.
•Pay more than 45 percent of total U.S. private payroll.
•Have generated 60 to 80 percent of net new jobs annually over the last decade.
•Create more than half of nonfarm private gross domestic product (GDP).
•Supplied 22.8 percent of the total value of federal prime contracts in FY 2006.
•Hire 40 percent of high tech workers (such as scientists, engineers, and computer workers).
•Are 52 percent home-based and 2 percent franchises.
•Made up 97 percent of all identified exporters and pro­duced 28.6 percent of the known export value in FY 2004.
•Small innovative firms produce 13 times more patents per employee than large patenting firms, and their patents are twice as likely as large firm patents to be among the one percent most cited.

Source: U.S. Dept. of Commerce, Bureau of the Census; Advocacy-funded research by Kathryn Kobe, Economic Consulting Services, LLC, 2007, Federal Procurement Data System ; Advocacy-funded research by CHI Research, 2003, U.S. Dept. of Labor, Bureau of Labor Statistics, Current Population Survey; U.S. Dept. of Commerce, International Trade Administration.

 

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Josh Deaton with Congressman Ralph Hall during Small Business Summit

How many new jobs do small firms create?

Over the past decade, small businesses created 60 to 80 percent of the net new jobs. In the most recent year with data (2004), small firms accounted for all of the net new jobs.

Firms with fewer than 500 employees had a net gain of 1.86 million new jobs. Large firms with 500 or more employees lost more jobs than they created, for a net loss of 181,122 jobs.

Source: U.S. Dept. of Commerce, Bureau of the Census information on employment dynamics by firm size from 1989 to 2004.

DeliveryMaxx pledges to conduct business ethically, provide opportunities for motivated individuals who desire to make a difference in the world, and create a great place to work. DeliveryMaxx will continue to provide a great service to companies that wish to grow their business and increase customer satisfaction.  DeliveryMaxx desires to help improve the economy administering these sound principles.

In addition to helping small businesses thrive in today’s economy, Mr. Deaton and Mr. Schaefer also believe in employee satisfaction.  Employee satisfaction can be measured many ways, and one of the ways it is measured is by an employee’s quality of life.  The founders believe in giving back to their community and not just with financial support.

Josh spends a lot of his free time with the Masons.  He recently earned his 32nd Degree Mason Scottish Rite.  He takes great pleasure in raising money and volunteering for children with terminal illness.  “Nothing is worse than the thought of losing your child and feeling helpless against a terminal illness.  If I can do at least something small to offer comfort or relief to families going through this adversity then I feel like I have accomplished something of great value for the day.”

 

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Josh & Amy Deaton during 32nd Degree Mason Award

James spends most of his free time coaching youth sports.  He coaches basketball, football, and girls softball.  His kids have one many championships, and in 2011 his football team won the National Championship earning a number one ranking going into the 2012 season.  “I started out coaching because I wanted to spend more time with my kids, but I am rewarded every day by teaching these youngsters strong life values that they may not have receive like I was taught by my parents.”

 

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James Schaefer celebrates with Rockwall Jackets Youth Football Team

Small Businesses affect our economy and level of spending.  However, Small Businesses can truly allow people to make a difference in today’s world.  DeliveryMaxx takes pride in being a small part of allowing all individuals to pursue “life, liberty, and happiness”.

 

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Tuesday, August 14, 2012

How do you FIND the RIGHT Vendor Partner for YOUR DEALERSHIP?

Let’s face it…You do not have time to do everything the dealership needs to succeed.  That is why America and the Free Enterprise system are so great.  Automotive dealerships provide jobs for many people, and help jump start the economy by providing transportation allowing individuals to get to their jobs.  Thus, increasing spending which helps all businesses.  Just ask my daughter who has convinced her mother she needs a whole new wardrobe for back to school.  (She is going into 4th grade, and acts like she is starting a new job.)


Dealership managers do not have time to create nor truly manage necessary applications that will provide strong online reputation management, high value search engine optimization, accurate locals’ optimization, complete and total web domination, strategic social media marketing, and a customer loyalty program that will increase fixed operation revenue, sales, repeat, and referral business.  Sure, dealerships can do all of these things, but they cannot do them completely and correctly without overspending on the necessary personnel or flawless processes that will automate the program without compromising the personal attention that is needed to turn “one-time customers” into “Life-time Customers”.


Before you say to yourself, this is another self-promoting advertising piece for a company that wants my business I implore you to continue reading the blog.  (Don’t get me wrong, I write these pieces to help you, but also to show you that my company will help you make more money.  I do want your business, and relish the opportunity to build your dealership into a powerhouse that you desire.)


As a business owner, I like to have complete control over everything I provide for my customers.  However, at times it makes sense for me to turn to a vendor to provide excellent services for my clients.  For example, our company provides follow up cards such as birthday, holiday, thank you, and anniversary cards for dealership clients as a part of our customer loyalty program.  We do not print these cards because the cost would be enormous, and quite frankly, I do not want to be in the business of printing cards.  I leave that to an expert printing company that will pass the savings of their bulk printing business to me, so I can pass those same savings to my dealership clients.


We solely focus on what we are experts at.  

Focus1-margo-conner
We focus on providing our dealership clients a program and service that will satisfy every department’s needed participation in customer satisfaction which in return will bring back your customers year after year. 

 
DeliveryMaxx has developed a program from a dealerships perspective.  We have done this because over 95% of our employees have spent some part of their careers in the automotive industry, and mostly at the dealership level.  That’s right, our employees have sold cars, worked the desk, penciled deals, closed the gates, ported cars, bought and sold at the auction, and gone bell to bell weeks at a time.  Our employees have been General Managers, Internet Directors, Sales Managers, Managing Partners, Marketing Directors, Business Development Managers, Human Resource Directors, Service Advisors & Managers, Trainers, and Sales People participating in the automotive industry. 

 

Car_guys_kids

DeliveryMaxx was founded by “Car Guys”, creating a more efficient method for successfully completing the sale at the point of delivery.  We have developed a system that effectively increases the positive experience of buying a new vehicle, accurately tracks the process, and generates increased customer retention.  We do this utilizing modern innovations and traditional techniques.  The net result to our dealership family is Increased Sales both repeat, referrals, & new business, Higher CSI Scores, Complete and Total Web Domination of Branding, Real Published Positive Reviews, Additional Revenue for Fixed Operations, and a follow-up data base that assures “Keeping the Customer for Life.”

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So how do you find the right vendor partner for your dealership?  We know!  We have been there!  You do not want to have to interview another vendor or listen to another vendor tell you how great their product or service is.  You do not want to listen to a vendor tell you how they will revolutionize the automotive industry.  You have heard it all before, and need to focus on your sales staff and advertising budget.  You need to make sure you have enough inventory, and a plan to move it quickly so you can do the same process all over again in four more days.  Your time is better spent looking at reports, and trying to identify the reason your CSI score dropped two tenths of a percentage point.  You are too busy to see a new vendor!  However, be careful.  Being too busy today, may free you up in the future because you were told in the form of a box sitting on your desk with your awards, family pictures, and a plaque with a quote defining success by Vince Lombardi that your services are no longer valued at this dealership.  Are you missing good partners that can make your life easier and less stressful?  The answer is simple, and can be explained like a potential vehicle sale.  Everyone who walks on the lot is a potential sale.  Not only are they a potential sale, they have a friend who has the same credit as them, and will be looking to purchase a vehicle soon.  The same goes for the vendor.  The vendor would not be on your lot if they did not have something that your dealership has or needs to increase business.  You just have to have a process that will help you identify quickly if you need to enter into serious discussions with this vendor.


Let’s look at why you would not look at a vendor.  You may know some of these guys I am talking about.

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1. Your dealership cannot improve anymore and know everything there is to know about the automotive world.  This type of manager, I cannot help.  They wake up in the morning, and thinks that they could leave the bathroom door open because the whole house will smell like roses when they leave.  It’s OK if you work for this manager.  He is in his late 50’s, and will have a heart attack pretty soon.  Unfortunately, the turnover rate at this dealership is high because his employees are being stifled and cannot grow to their full potential.  Just hope he drops before you get canned for his ego.


2. You are satisfied with your vendor because you have used them at another dealership and they were easy to work with there.  This makes complete sense, right?  If you were making great bonuses at your past dealership, why would you leave?  If that vendor is not constantly improving the way they do business then they have fallen behind the times.  If you do not like change, then you should not be in the automotive industry.


3. You do not have time to listen to another sales pitch because you are too busy.  Come on now.  You have to eat sometime.  Have the vendor take you to breakfast, lunch, or dinner and listen to their idea.  You might even be able to require your current vendor to adopt best practices that you liked from the vendor that bought you a meal.


Now that we have established that you should listen to new ideas, this is What you should look for in a Vendor.

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1. Will the vendor provide a service that will improve your business?  In short, will your dealership be able to provide better service, achieve its marketing goals, or sell more cars because of the vendor?


2. Does the vendor make you sign a long term contract?  Anything other than a 30 day contract is long term.  At DeliveryMaxx, we believe our services should speak for themselves.  If we are not accomplishing point number one then we should be fired.  A long term contract only means security and complacent service for the vendor.


3. Are you getting a fair price for the services provided?  Price is not the end all, but it is very important.  There are some vendors that have a low price, but that usually means they are doing things that you can do yourself with the personnel or programs you already have.  Take the time to do the math.  Look in detail at the program and see what it would cost to develop the applications or programs and hire personnel to implement the program.  If you cannot do the service at a high quality and less expensive then you should look at using a vendor.  Will the price fluctuate with your business?  Why should you have to pay for a service if your business is not improving?  If your dealership is hurting, so should your vendors.


4. Can the vendor provide multiple services that will help you manage more effectively?  This point you have to be very careful when evaluating a vendor’s service.  A common practice is to “take a hit or bath on certain aspects of the program, and then overcharge on other parts of the program.  Evaluate every part of the program, and see if the value is there.  If not, negotiate.


5. Does the vendor practice what they preach?  If a vendor is trying to sell you on Search Engine Optimization or Branding, then shouldn’t they be strong in those areas as well?


6. Who are the vendor’s employees?  Do they truly understand what your business does, and what it needs?  You can spot these vendors when you talk about your business.  A good vendor has a passion about the automotive industry, and truly cares about how your dealership is doing.  I feel this makes a great partner.


7. Is your vendor easily accessible?  If you needed to contact your vendor after 9 PM can you?  Customer service is lacking in every business.  You should never settle for this in life, much less your own business.


8. Do you understand how your vendor makes money?  They are taking your money.  Shouldn’t you know if they are running their business properly, so you are not adversely affected by their decisions?


9. Have they provided you with referrals?  Many vendors do not want you to contact their clients because their clients may not have something great to say about them.  Take the time to research the vendor, so you do not spend good money after bad.  The market will dictate strong companies that can stand the test of times.


10. Biggest is not always the best.  Don’t get caught up into the hype of the bigger the vendor is the better they are.  It is simple.  If a vendor is huge and does not have the employees to support your dealership then they cannot give you the service they desire.  Ask them what their role-out plan is.  You want to make sure you continue to get personalized service.  You should always feel like you are their only client.


DeliveryMaxx practices each of these points when we hire a vendor for our company, or when we provide our services to our dealership network.  It would be crazy for me to write this article if we didn’t.  When our CEO, Josh Deaton & myself, James Schaefer started this company, we started it out of necessity.  We identified that the automotive dealerships lacked our type of services both in programs and value.  We were serious about helping dealerships turn “one-time customers” into “Life-Time Customers”.  After strong research, strategic planning, software developing, and putting together the right team, DeliveryMaxx was created.  Our results speak for themselves, and dealerships are happy to speak for us. 

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DeliveryMaxx is one of the fastest growing companies in the automotive industry, and has a plan to continue to make each of our clients feel like they are our only client.  For more information, visit us at www.deliverymaxx.com

We look forward to speaking to you in the near future, and want to see you at the top!

 

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