Customer Spotlight ALLDATA Market and ALLDATA Manage
By Kathi Kankis
“They Work Hand-in-Glove” ~ Lynne Cardwell, Owner, Car Care Center
What Do Your Customers Say About You?
“We have always bragged about the service and personnel at your shop. We have been long time customers, and it’s nice to be able to recommend a shop where you can take your vehicle(s) and know you can trust the honesty, integrity & reliability of everyone there…ALWAYS!”
Ninety-three percent of adult Americans said that a company’s reputation for honesty and fairness is extremely important to them. And, according to a recent Nielson Report, ninety-two percent of consumers around the world say they trust word-of-mouth recommendations from friends and family, above all other forms of advertising. Did you also know that repeat customers spend 33% more than new ones? You can bet Car Care Center does. Below is an interview with owner, Lynne Cardwell.
“I have been a customer of theirs for many years now. Try them and do not hesitate.”
ALLDATA: Why are you so successful?
Cardwell: Well, success is always a work in progress, but we do place a huge emphasis on great relationships with our customers. We not only want them to know that they can trust us to be honest and provide high-quality workmanship, but we reach out to them at the right times by email and mail. In all our communications we find ways to say we know who they are individually, and we design our maintenance intervals to their specific vehicle, based on our knowledge of their driving habits, as well as the age of the car and the odometer count.
“As a single older woman, I sometimes feel that I am not told the truth. Mr. Cardwell told me all that needed to be done to my car, how much time I had before it was absolutely necessary to get it done and the price. Thank you!”
ALLDATA: How do you find the time to be so thorough?
Cardwell: We use ALLDATA Market® Platinum and ALLDATA Manage® Elite, together. Market works hand-in-glove with Manage. Because Market pulls the information about the customers and their vehicles in real-time out of Manage, our correspondence with them is intelligent and automatic. Market is a deep and well developed program, which makes it easy to create messages specific to the individual driver and vehicle.
ALLDATA: How do you use them together?
Cardwell: As soon as we close out a repair order, ALLDATA Manage does a handshake with ALLDATA Market and automatically sends out a “thank you” email to the customer, with customized information about their specific repair. Then in future communications, they will be reminded of services needed.
ALLDATA: Do your customers schedule appointments online?
Cardwell: Yes, they absolutely use the online scheduler. I’d say 60%-70% of our existing customers use it consistently.
“Excellent service and dependability for over 25 years!”
ALLDATA: How have these products helped your business?
Cardwell: They keep us busy with returning customers and bring us new customers from the internet. A lot of that has to do with customer reviews and the fact that they are posted to the internet automatically. When somebody is looking for a repair shop, they see all our wonderful customer comments. This helps to keep our website relevant and coming up on the first page in Google® and other search engines.
“I have already used them three times and in all cases, I was treated with great respect and received the best service I have ever received…”
ALLDATA: Is there anything else you would like to add?
Cardwell: Yes. The developers of the ALLDATA Market and ALLDATA Manage products have a thorough understanding of the automobile aftermarket business. Their software research was thorough, and that’s obvious when using ALLDATA Market and ALLDATA Manage together. They provide Car Care Center with a fully integrated and effective tool for building great customer relationships.
“I will not take my car anywhere else for repairs. I trust the integrity of the owners of this shop and will use them for all of my car care needs.”
Car Care Center in Sacramento, CA, has been family owned since 1969, and owned by Lynne and Bill Cardwell since 1983. They focus on staying ahead of the technology curve, hiring and educating knowledgeable technicians, and most importantly, they emphasize doing the “right thing” by their customers. Following these principals, they have prospered and grown into a 10,000 sq. ft. facility, co-managed by their son, Duke, and grandson, Chase. The Cardwells attribute much of their success to the use of dynamic tools such as ALLDATA Market and ALLDATA Manage.