Advertisement feature from Moneypenny
Customers are increasingly demanding that retailers be available to suit them. And why not? After all, the power lies with them. It’s seen as unprofessional – even insulting – to call a dealership at 8.55am or a few seconds past 6pm, and get a ‘we are closed’ message. Their time is limited, so retailers have to be available when they are. It’s now a fundamental part of the ‘above and beyond’ customer service that stands out.
Moneypenny has tested the ring-times for a number of retailers across the UK, and found that dealerships took the longest time to answer the telephone at first thing in the morning, at lunchtimes, and in the early evening. This isn’t surprising as interested customers fit in their car shopping around their working day. But it also suggests that retailers on the showroom floor are struggling to answer their calls when demand is at its highest.
One might think the solution to this problem is more people in the showroom to deal with the demand. But this is inefficient as customer demand peaks and troughs throughout the day, meaning it is unprofitable for the dealership to employ additional staff for the sole purpose of covering these hours. For the many retailers Moneypenny talks to, the thought of sending their calls to someone unknown makes them feel uneasy – their customers are important to them and they want reassurance that they are given the very best service that, as a retailer, they would give themselves.
This is why more and more dealerships are turning to Moneypenny for help. With Moneypenny, a retailer gets one person – a dedicated Moneypenny Receptionist – who sits in a small team specifically trained in their field of brand expertise. We understand that each dealership and car manufacturer has its own specific needs, and engage with Moneypenny to answer their calls, either all of the time or when demand is high and they need extra help.
Briefed by the retailer, their Moneypenny Receptionist gets to know the staff, the business, and how they operate. This helps them fit seamlessly into the team, and enables them to answer the telephone exactly as they would if they were based in the showroom.
They even greet the customers on the telephone in exactly the same way. Customers never know they are speaking to a telephone answering service. “As far as callers are concerned, Kay is sitting at our reception desk as one of our team,” explains Danny Sacco, Managing Director of Lansdown Mazda.
Helpfully, Moneypenny is available outside of working hours – 24/7 if needed – which allows a dealership team to be lean and profitable. Ensuring consistent dealer communication with customers increases customer retention and builds loyalty.
“Moneypenny is helping us capture out-of-hours calls: something that’s increasingly important with customers expecting a response at a time to suit them. At every stage, Moneypenny has been approachable and helpful. I’ll be advising other dealers to use it as it’s a no-brainer. It’s a great addition to our business,” concludes Danny.