In a recent Toronto Star automotive article titled Phone Apps connect Customers, Dealerships, highlighted an example of how a smart phone application can do away with the need for a customer to call for a car service appointment, thereby eliminating the customer service representative on the other end of the phone. When the customer arrives at the dealership, the service staff is waiting avoiding line ups and paperwork. At the end of the repair, the customer can use a smartphone to pay.

Customer Satisfaction is meeting or exceeding expectations. Social Media can be used to show how your dealership satisfies customers and can add some new ‘expectations’ customers never knew they had. Think of social media as making a dealership a more friendly place to come to, whether you are coming for a new car, a used car, or service.

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