Your Wholesale Customer Connection!
In recent years, our industry has evolved to new levels of efficiency, accuracy, and connectivity. Lexus dealers nationwide agree that reinforcing tried-and-true best practices with new technologies gives you effective ways to keep your dealership top-of-mind when your wholesale customers are ready to order parts.
LEXUS DEALERS NATIONWIDE SHARE THEIR INSIGHTS
To prepare for this issue of Lexus WIN, we interviewed Lexus dealers across the country to gain insights as to how their wholesale businesses have thrived and changed. They shared with us what it took to be successful during the pandemic, how they stay connected with their wholesale customers, which business tools best support their operations, and their recommended best practices to continue or adopt moving forward as they grow their wholesale parts businesses. A consistent message resounded: it’s all about people, relationships, and communication, with the support of Lexus Technology Partner tools.
Relationships are the Foundation
Building solid relationships was cited as the number one priority among the dealers. Those relationships are built on trust, and that trust is based upon communication and transparency.
Many dealers attributed their success to having solid partnerships with their wholesale customer base. Cutbacks in parts staff and delivery drivers meant expanded shifts, longer hours, and broadened delivery routes. Dealers found it necessary to adjust best practices to align with customers’ needs, offering special delivery times, locations, and pickups, as well as new ways to receive orders and communicate. The end result—strengthened relationships that secured their dealership as a trusted partner.
Managing Expectations—Communication is Key
With today’s supply chain challenges, parts availability issues, and chip shortages, it’s critical to keep your customers informed every step of the way—no surprises! When taking an order, check the availability of the part before it’s ordered so the shop isn’t blind-sided by a backorder.
““Listen to your customers and your staff, and work to deliver on their needs. Be proactive in communicating parts availability during initial inquiries and prepare the customer for expected delays. Then, stay on top of your orders and communicate immediately when availability or delivery ETAs change.”
— Todd Garrett
Lexus of Chattanooga
“Everything comes down to communication. With shortages and backorders, accuracy is key. Communicate with your customer so that you both understand what is being ordered as well as its availability. Understanding your ordering processes and managing your backorders, plus clear communication, will ultimately help your wholesale business move forward.”
— Zack Parker
Lexus of New Orleans
STAY TOP-OF-MIND WITH REGULAR COMMUNICATION
Savvy marketers know that the secret to staying connected with customers is to pursue every relevant opportunity to contact them. Keeping them informed of order status is just the start. Stay top-of-mind by regularly sharing relevant, timely information. Here are some effective communication tactics:
Product Pricing News
Keep your customers on top of Lexus Genuine Parts price reductions with professionally designed communications from Lexus Wholesale Parts. The new Lexus Genuine Parts Price Reduction Promotion accurately presents the most current price reductions and provides space for you to personalize with your dealership name and contact information. Distribute these promotional flyers through email or deliver printed pieces with every parts delivery.
Click here to access the new Lexus Genuine Parts Price Reduction Promotion
Shop News
Keep your wholesale customers in the know about your dealership. Relevant news could include announcements regarding ADAS calibration support, newly expanded or expedited delivery service, technician spotlight, and new staff introductions.
Networking
Host an annual open house for your wholesale customers and prospects. Include a tour of your Parts Department, introductions to your team, a presentation that discusses the benefits of using Lexus Genuine Parts, how your Parts Department’s online procurement technology can help them ensure order accuracy, and a review of parts delivery options your dealership uses to get the right part to the right place at the right time! You might also invite your Service Manager, who can talk about calibration sublet services.
Personalized Communications
Get to know your wholesale customers and their business. Send personalized messages to acknowledge important events: business anniversaries, thank you notes, and holiday greetings are great examples. Communications that connect on a more personalized level help forge strong business relationships.
ENHANCE THE TRIED-AND-TRUE WITH POWERFUL TECHNOLOGY
Our Lexus Technology Partners play a key role in helping Lexus dealers become the go-to resource for their wholesale customers. When it comes to communication and accuracy, new solutions from these providers have truly helped Lexus dealers thrive. While each delivers systems designed to facilitate parts procurement, each provider’s offering is nuanced. Here we highlight some key features that Lexus dealers leverage to conquer specific challenges.
When it comes to parts logistics and delivery, OPS DeliveryTrax helps you efficiently manage driver routes. Its companion mobile app, TraxDrive, keeps dispatchers, drivers, and salespeople in sync about the location, confirmation status, and tracking of parts.
Infomedia’s Microcat® technology offerings include a great tool to turn conversations into conversions: Microcat Messenger. The app gives you one convenient location to receive orders and messages, look up parts information and respond instantly. It does this through seamless integration with your Microcat Live EPC. Free, secure instant messaging allows you to communicate with your customer anytime, anywhere and every step of the way.
DeliverNow from OEC is directly integrated into RepairLink from OEC, making it easy to instantly add on-demand delivery to any order. It leverages the largest delivery fleet of crowd-sourced vehicles in the U.S. to help you meet and exceed your wholesale customers’ delivery expectations. For more information, click here
For actionable parts sales insights and customer information, PSXLink combines the power of PSX with the richness of RepairLink and CollisionLink. The robust CRM tool enables data-driven, informed decisions, helping you identify sales opportunities and easily manage follow-up communications. PSXLink Video
YOUR SUCCESS–OUR PRIORITY
Lexus Wholesale Parts is committed to supporting your objectives: increasing wholesale parts sales and capturing market share. These efforts are aligned in pursuit of our common goal: to provide an unparalleled Lexus Ownership Experience. Our team works continually to provide new powerful tools and share tactics to help you build your successful, thriving wholesale parts business. We share these insights and tactics with you to help turn possibility into opportunity and success.
