I can easily pin the origins of my distrust of Chrysler to around 2 years ago. The Dealer group I was working for at the time had just received a report from Chrysler, showing that our internet closing ratio had dipped over a 3 month span for reasons that seemed to be unexplainable – even to Chrysler.

The best course of action would be to create a handful of email addresses and submit bogus leads (primarily through our own website) to determine any issues. Within minutes we found a potential issue, the Chrysler Concierge service.

For those unfamiliar with Chrysler’s Concierge program, it’s essentially a third party company employed by Chrysler to follow up with CDJR dealers’ internet leads.

The first thing they typically ask is cc”did ______ Chrysler, Dodge, Jeep, Ram store contact you?”

Sure, it’s a great question, however I feel it is better asked after the internet lead is passed along to the dealer’s CRM so they can respond. This was not happening at our dealership. Too often we were not receiving leads from our own website because Chrysler was getting them before we were and responding to them before we even knew they existed.

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