Don't lose those new customers Admin In the Media (0) How easy do you make it for customers to do business with your dealership? In order to ensure you maximise every set of eyes looking at your vehicles and your dealership a task that should be completed regularly is a health check through your customer’s perspective.This sense check of your dealership and the vehicles you have for sale, both at the dealership and online, is of critical importance to ensure everything is not only correct but the process is also easy for the customer. In this article we focus specifically online and part two next month will cover off the physical dealership and vehicles.The frequency in which you review each of these areas noted below is totally your decision, however I would recommend a quick check every week will be sufficient and worth the time spent.When working through each of these points try as hard as you can to remove yourself from the business and what you know, look at everything through the customer’s eyes. Don’t assume anything, and ensure you are working through it identifying that it is simple and easy to engage with your business effectively and quickly.It’s also of paramount importance you review all of these areas using your smartphone and not just your desktop. The majority of customers browsing are on their smartphones, so you should be replicating what they do. All too often dealers review some of these areas on the desktop forgetting about the mobile experience, which is usually where it falls short.Check your Website and any other listing sites where you have dealership information or vehicles advertised. Don’t forget good old Google - search you dealership name and what do you see?Vehicles - are all your vehicles advertised where they should be. Contact information - accurate and current. Enquiry - with one click can a customer enquire by phone or email, and if needed complete the enquiry form with relevant information (never ask them for a stock number or the details of the vehicle they are trying to enquire about in your listing enquiry form). Calls to action - can you engage the customer further by giving them options, like book a test drive, price their trade-in, apply for finance or request a call-back. Vehicle information - is the right information present. Dealership information & any photos - is this accurate and current. Sales people - are they accurate and current. Online enquiry responses - test them and check that you’re receiving them to the location/inbox you expect them to be going. Dealership location - is this accurate and current, if a map or location is available to click on, does it take them to the right place. Opening hours - are they accurate and current. Contact numbers - are they accurate and current. On-road costs - are these accurate and current. Finance terms - are they accurate and current. Insurance products - any premiums displayed are accurate and current. Finance & insurance providers - are they current. Shipping/delivery information - is this accurate and current.The information above has to be up to date wherever it is displayed, but you need to ensure it is easily viewed on screen regardless of what you are viewing them on. If you are the customer and want to call or email now, can it be actioned in less than a few seconds.By having no information, or out of date details, or a slow or difficult process, you are giving your prospective customer every reason not to do business with you and are pushing them away. Customers traditionally will search online across several dealerships before making a choice of a final 1 or 2 to make contact with, and ultimately do business with.You invest so heavily in acquiring customers online therefore you need to ensure you provide them with the information they need to easily continue their journey with your dealership.