...
Some dealers are expecting more of a lengthy, comprehensive report – in which case, you can use this handy template to write up what your recommendations are.
Other dealers may just be looking for advice on a particular matter, or may have some idea of where the issue lies and want a confirmation. In that scenario, you don’t necessarily need to write up a full report – you can just let the AM/Support know what issues you saw/fixed in a more informal manner.
...
The first response is, of course, a bit too blunt – but it also doesn’t lay out for the dealer why they should reconsider their choices. It helps to encourage dealers to think about navigating the site from a user’s perspective to help them understand why something might not be recommended – in this case, as a user, seeing two different options for chatting in would be very confusing. Which one should they pick and why? Does it make the site look cluttered or unprofessional? Does one service have a very intrusive pop-up and the other one doesn’t? We don’t want to make a decision for the dealer, but we can provide our perspective and explain why one may be more off-putting for users than the other, or at the very least why having two can be confusing. They can use this knowledge, combined with how effective they feel the services are on their end, to determine which service they should stop using.
❌ There is nothing we can do to fix your speed issues.
✅ We are continuing to look into how to resolve some of these matters with our product team and hope to see improvements in the near future.
We should never tell the dealer there is nothing we can do about their problem, even if there practically is nothing we can do at the current time/their issues lie in things we cannot fix, like our version of Bootstrap/jQuery, etc. Instead, we want to assure the dealer that their concerns have been noted. We can help them by passing this feedback on to the product/dev team to help them find ways to improve our product across the board. We should always pass this information on to the product team to allow them to prioritize what items should be worked on or improved.
Assistance Expectations
...
We should:
Make informed recommendations to the dealer about what they can remove from their site
Explain any specific concerns the dealer may have to them
Adjust images that appear on the test that need to be reduced in size/compressed (especially if they are images we uploaded in the process of building the site)
Attempt to make adjustment to page layouts and specific site CSS files as needed to help reduce their size, without removing any necessary content for the site to run
Potentially help reach out to third parties to explain issues we pinpointed with their scripts, if dealer wants to continue using the product
Help the dealer understand why certain choices they have made could be slowing down their site
Help the dealer understand the benefits of cutting down on any additional services they may be utilizing
We should NOT:
Remove third party scripts without dealer permission
Remove page elements or other features without dealer permission
Leave large images in place that need to be adjusted
Insult any third party services
Be unkind or unhelpful in our responses