How to Effectively Manage Your OPE Business During Peak Season
Every dealer knows the feeling. One moment, it’s business as usual. The next, you’re flooded with service requests and sales inquiries. Preparing for peak season is crucial. In this blog, we recap the key takeaways from our Dealer’s Edge session on navigating and thriving during the peak season.
Key Takeaways:
- Be Ready for Long Hours: Peak season means 12-14 hour days. “Make hay when the sun shines,” as they say. This might not be new advice, but it’s a reminder that the long days are worth it in the end.
- Hire Seasonal Help: Bring in high school students, retirees, or part-time workers for basic tasks. This frees up your experienced technicians.
- Start Early: Communicate with customers about preseason services starting in October. Incentivize customers for early maintenance with discounts or free pickup and delivery.
Implementing Efficient Systems
Managing a surge of customers and service requests demands efficiency and clear communication. Use CRM systems and text notifications to streamline operations. One dealer reported significant success with targeted CRM campaigns, which generated a noticeable increase in work orders.
Another essential step is organizing the workflow. Use whiteboards or digital trackers to keep everyone on the same page. Another dealer noted that large whiteboards helped ensure task visibility and management for her team, preventing tasks from slipping through the cracks.
Effective Customer Communication Tips
Effective customer communication can’t be overstated, either. Set clear expectations upfront about wait times. One dealer recommended informing customers about a 6-8 week wait time to help manage their expectations and reduce frustration. Be honest about wait times and potential delays. Customers appreciate transparency, even if the news isn’t always what they want to hear.
It is also essential to use multiple communication channels—texts, emails, and phone calls—for updates. Automation can save time and keep customers informed, improving their overall experience. Regular updates on repair or service status can alleviate customer anxiety.
Training Your Team
Providing a stellar customer experience during peak season can set you apart from the competition. Regular training sessions for your team are invaluable, such as monthly training on processes and customer service, to help keep your team sharp. When everyone understands the vision and procedures, it ensures everyone is on the same page and working toward the same goals.
Preparing your team for busy periods is not just about physical readiness. It’s about mental preparation too. Mentally prepare your team for the rush. Highlight the importance of efficiency and customer satisfaction. Let them know about the increased workload and the critical role they play in maintaining customer happiness. One dealer’s approach was to give team members a day off mid-week to help manage stress and keep morale high.
Supercharge Sales: Strategies and Best Practices
Sales strategies can make or break your peak season. Ensure you’re maximizing your potential with tips you can implement today:
- Prep Inventory: Always have popular models prepped and ready to go. Having at least one or two models ready ensures quick delivery and happy customers.
- Upsell Services: During sales, highlight the importance of regular maintenance. Offer prepaid service packages for customer loyalty and steady income.
- Manage Pickup and Delivery: Efficiently handle pickups and deliveries to prevent bottlenecks. Coordinate pickups, such as picking up in clusters, to minimize downtime.
- Thorough Walkthroughs: Ensure customers know how to operate and maintain their new equipment. This builds trust and loyalty. A comprehensive walkthrough can prevent many common issues and ensure the customer feels confident in their purchase.
Final Thoughts
The session emphasized that while there will always be challenges, there are also immense opportunities to refine processes, build stronger customer relationships, and, ultimately, drive business growth. Each busy season provides a learning experience that can help improve operations and customer satisfaction for the next.
Thank you to all who participated in this Dealer’s Edge session. We meet every other week on Fridays at 11 am EST!
