Dealership Flourishes Under Challenging Market Conditions

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.

Vis­it our web­site today and put OneCommand’s Cus­tomer Mar­ket­ing & Loy­al­ty Automa­tion Plat­form and Traf­fi­cAc­cel­er­a­tor solu­tions to work in your deal­er­ship to opti­mum results!

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