Tell me something

Tell me something

I am regularly surprised by the ease of communication on Facebook  and I am wondering how it changes the way we communicate with one another. Our daughter Lina, who will turn 19, not only claims that she knows every single one of her 973 facebook friends well, but that she also has made Facebook her main communication tool. Setting up events, reaching out to friends, inviting everybody to the next  high school Volleyball home game etc., facebook is her tool of choice. “Email takes too long and is more about facts,” she says. “If I wanted to exchange facts, I’d text.” Lina would start facebook conversations with something like: “Tell me something” or “RAWWR” – and still get quite a bit of responses! I found this mind-boggling. When talking with her about it, it dawned on me that her statements confirmed what we found when looking at car-owner- to-service-advisor communication. Lina said that people she hangs out with people who know what ‘RAWWR’ means,  and they respond within a few minutes with similar ‘interesting’ statements. Since they have developed rapport * already, they express their feelings in a kind of secret language, and are mostly interested in pinging their friends and exchanging ‘feel-good’ statements, or simply waiting for the other to say something exciting. Next time your talk to your  Service Advisor or customer, start with “RAWR” and see what happens. Just kidding. But what is striking to me is that this underlying rapport facilitates all kinds of conversations. Building trust with each other, being on the same wave length, sharing challenges and joyful moments – these all develop strong...
Do u txt?

Do u txt?

Text messaging has penetrated our life so much that even people like me and older use it every day. Although we might feel still some resistance in letting people outside of our family and friends into our “inner text circle”, our 17 year old daughter Lina is sending thousands of text messages every month. “I am using email only for getting college coaches interested in me (she is trying to select the right college to play volleyball for), otherwise I am texting. It is faster to type(!) and I get immediate responses.” Case in point: if you want to respond quickly or get an immediate response from your customers, texting is the way to go. But you knew that already, didn’t you? We at AutoVitals looked at specific scenarios – where text messages make the difference for shop efficiency and customer satisfaction – and then and implemented those. The most important scenarios are: Notify the customer that the car is ready for pick up. Inform the customer that an estimate is in their email inbox and ask them to authorize by replying “yes”. Remind the customer about a scheduled appointment and let them confirm/re-schedule the appointment. Since AutoVitals integrates with any shop management in real-time, the vehicle in question will show up on the Today’s Vehicle Page in a matter of seconds after the estimate or invoice is printed. Sending the customer a “ready for pick up” message by email and text is a matter of two clicks. The email/text is already pre-worded and can be edited before sending off if needed.     As you can see on...
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