John Desmond, Hendrik BMW MINI: A OneCommand Dealer Success Story
Despite challenging market conditions, Hendrick BMW Mini of Charlotte, NC, continues to grow their team and their business. Successfully maintaining impressive sales and service volumes has not been an easy task, but one they attribute the accomplishment of to their stellar employees and solid solution partners – such as OneCommand – to deliver real, measurable results.
The success of this venture depends largely on the extent of the dealership’s ability to persuade key employees to adopt and embrace company philosophies, as well as their ability to recruit and retain additional high caliber staff. United as an organization with one common purpose, Hendrick BMW Mini and their entire team have been able to reach expectations beyond even that of their customers.
“You never have a second chance to make a first impression,” explains Vice President & General Manager John Desmond as he addresses his staff during a routine all-company meeting. “You have to follow through on your word. Everyone here at Hendrick BMW Mini, whatever their role, matters. Everyone makes a difference.”
Empowering team members to ‘spread their wings,’ has proven an invaluable strategy. In fact, Hendrick BMW Mini has developed an outreach program. Every month an established committee of volunteers, loans out their time to area-wide, charitable organizations. The dealership also makes a continuous investment in their staff, through Hendrick University, where they offer numerous opportunities for personal and professional growth and development.
“OneCommand solutions help us to further that mission, using their multi-channel communication solutions, we are able to deliver timely, consistent and personal campaigns and touch a much larger audience,” explains Desmond.
“Last week our BDC department delivered 2,500 communications and OneCommand another 15,000. I’m a sole believer that it takes at least three touches to drive a person to act. With the addition of this program, I’m able to reach my customers in a matter of seconds,” continues Desmond. “Customers respond well to a variety of communication channels offered by OneCommand and it significantly enhances our BDC department’s effectiveness. We use our live chat capability to engage in instant messaging with existing sales and service customers. It’s refreshing to have a business partner that cares as much about our success as we do.”
It is proven that with key employees adopting the company philosophy a dealer can sell more than 300 new and used vehicles a month, Hendrick BMW Mini continues to demonstrate that it can be done.
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