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Boosting Service Dept Communication and Collaboration

To dos, appointments, deadlines and customer demands. It seems with the passing of each day the list of things we need to do, need to tell someone else to do and the things people ask us to do continually increases. Since the recession of 2008-2009, the recreational marine industry has seen single-digit percentage growth year over year. However, like the broad U.S. economy, hiring has not increased to match this growth. Dealers and boatyards are doing more with less to ensure that they are prepared for the next cyclical downturn. The best strategy to ensure that your team is maximizing their potential is to continually optimize and refine the “3 Ps”, having the right people, processes and products in place for growth.

Are We Over-Digitizing Customer Service?

In today’s hyper-speed society, everything is becoming digitized. This holds true for customer service as well. You know – interactive voice response telephone systems, auto-responder emails, website FAQs (frequently asked questions) and the like. In some ways, these “conveniences” are making life better, but in other ways, they are most certainly not. Yes they may save time and/or allow the customer to self-serve, but they can also boost annoyance and dissatisfaction levels in a way that only a live, human-to-human phone-based interaction could avoid.

Buried in Paper? It’s not just about saving trees. the effective way to go paperless using mobile apps.

In my previous post, I described how the use of mobile devices can help improve Communication, Collaboration and Control in your dealership. In this post, let’s take closer look at some actionable examples a marine business can deploy that work well with readily available apps to help increase both communication and collaboration in your dealership while maintaining a level of control to keep everyone focused. 

Optimize the use of mobile devices in your dealership while avoiding common pitfalls

Smartphones are everywhere. Really? Unless you’ve been living in a cave or completely off the grid, this statement is not surprising. According to the Pew Research Center, over 64% of American adults own a smartphone and 45% own a tablet. We use our mobile devices to share photos and videos, to make voice and video calls, to play games, to read email, articles and books. We even use them to control the appliances in our home or office. The reality is that mobile devices have made their way into every aspect of our lives.Mobile-devices.jpg