SUCCESS STORY
Just four months ago, Owner John Johnson took on the challenge of turning around a struggling dealership. Though the dealership had been servicing the tight-knit community of Boonton, New Jersey for 65 years, it was nearly bankrupt by the Fall of 2006. Johnson knew that things needed to change immediately in order to get the store back on track.
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A proponent for community outreach and support, John Johnson began shifting the dealership’s focus more toward giving to the people of Morris County – supporting local organizations like the Child and Family Resources of Morris County and Boonton School District. Thankfully the employees also had a very customercentric approach to selling and servicing cars and embraced the new processes being implemented to enhance the overall experience at John Johnson Dodge.
“Connecting with the community was an essential part of rejuvenating the dealership, so we started right away. This has helped us a great deal in building community awareness and support.”
Taking that philosophy and carrying it over into the daily operations of the dealership, John Johnson Dodge became a OneCommand client in December of 2006. Implementing a series of best practice communications, including things like sales and service thank-yous, appointment reminders, recall notifications and even happy birthday messages, customers quickly began voicing their feedback regarding their customer experience.
“The communications we send through OneCommand have been invaluable. Much of the feedback we’ve received as a result has been incorporated into additional changes in the dealership. Even small things like updating our waiting room have made a big impact.”
These solid processes paired with timely, professional and relevant communication have proven to be powerful. The dealership’s CSI has soared from 91 to 100%, First Service Visit (FSV) has improved from 68 to 100% and SSI has jumped from 87 to 93% since the ownership change last November.
“The stuff you always talk about but never do in a dealership is actually happening in ours. It’s been an exciting challenge and we are looking forward to continued growth and success.”
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