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The text tone associated with a phone is considered the most iconic noise of our time. It can be heard in various places, such as grocery stores, malls, and weddings. If you’re in a certain area, the sound will make people around you reach for their phones.


Text messaging is an effective communication channel because people are trained to respond to certain sounds. Similar to Pavlov’s dog, people will react to the sound of text messaging.

Despite the evolution of email, texting is, more often than not, a more effective communication channel. This method should be incorporated into every dealership’s communication strategy.

There are various steps that every dealership should follow to make texting as effective as possible. These do’s and don’ts will help your team get the most out of this communication channel.

Texting Do’s

Make messages short and concise

One of the most important steps every dealership should take is to ensure that its message is short and sweet. For instance, if you have a short paragraph that you want to say, put it in an email. Then, send a text message asking the recipient to check their email.

Limit the length of videos

Text messaging is a great way to share videos of various events, such as service inspections and walk-arounds. However, remember that if you have to put in a video, it should not go past 30 seconds. You should also ensure that the message is engaging and makes the recipient feel welcome.

Accommodate different languages

Text messaging is also a great way to connect with customers who speak a different language. You can use various translation services such as Google translate to communicate with them in their native language.

Texting Don’ts

Don’t use your personal phone.

To ensure that employees use their CRM-integrated mobile devices only to communicate with customers, you should provide them with dealership-owned devices. This eliminates the need for them to carry around their personal phones. You aren’t able to keep track of their texts for quality control and continuity, as well as ensure that the customer’s records are being maintained.

Don’t text without a template.

One of the most important factors you should consider when developing a text message is ensuring that it is professional and includes the right call to action. You should also create various templates for different messages, such as service appointment confirmations, payment portal notifications, and CSI follow-ups. Including a map link will allow customers to navigate to your store using their GPS easily.

Initiate texting while a customer is in the store

One tip that doesn’t quite fit into the dos and don’ts is to initiate a texting correspondence while they’re in the store. This is a simple and effective way to get in touch with them and encourage them to sign up for messaging. You can also ask them to save their number under their name so that you can easily contact them later. Having a saved contact can help build a stronger relationship with the customer.


Before you start texting, you must have a solutions partner who can handle its various aspects. A partner that can handle these tasks will allow you to grow and develop a more effective and efficient texting program. Some of the most common features you can start with include sales quotes and documents, inventory links, walk-around videos, and secure credit app links. You should also make sure that all of your texts are integrated with your CRM so that you can monitor and manage conversations.