Pub. 2 2019-2020 Issue 3

27 ALY_NY_1867_AllyPrint_June2020_OurDifference_7.5x4.625_r3.indd 6-11-2020 12:32 PM Olivia Konys / Olivia Konys 1 Saved at None from UNRNYC0751-OKonys by Printed At our difference is our people. We know that your business is all about connections. That’s why, at Ally, we believe in ongoing relationships with dealers and their communities. In this increasingly digital world, it’s more important than ever to maintain real human connections, and keep your business moving forward. Contact your local Account Executive for more information. ©2020 Ally Financial Inc. do it right. ALY_NY_1867_AllyPrint_June2020_OurDifference_7.5x4.625_r3.indd 1 6/11/20 12:32 PM A quick Google search will provide a good idea how customers are viewing your products and services. Verify that search results are accurate and up to date. Are your hours of operation and staff photos current? Do you have promotions listed on a “specials” tab? This is a good time to update it with service and F&I specials. Stay connectedwhile socially distant According to JD Power, more than 40% of Americans are reporting their financial situation has been at least somewhat hurt by the Covid-19 crisis. Customers aren’t feeling good, mentally or financially, which means it’s more important than ever to maintain the personal touch via virtual communications. Personalize communications so shoppers know they’re interacting with a human and not a computer. Thank them for choosing your dealership and compliment their choice of vehicle. Respond to their specific questions promptly and offer opportunities to “test” the vehicle through different mediums. Find out whether your customer prefers email, phone, text or video chat conversations. These are just a few ways to make customers more comfortable with an unfamiliar process. Making your customer feel at ease in your digital environment should remain one of your top priorities and requires some creativity. Take this time to focus on your people and make meaningful shifts that will help ensure your dealership is positioned for success in any situation. 3