Is there any loyalty left in service centers?

Kristen Tepper

According to XTIME -  Customer retention is top concern for 64% of dealers and Only 36% of car owners go to a dealership for regular maintenance and just 22% go for oil changes.

What are you doing in your stores to try to outshine your competition and keep your customers loyal? 



Joe Tareen

Sounds to me like the Service drive needs to go to the customer ;)

Derrick Woolfson

Dealers need to work harder on their sales to service hand-off. They fall short of explaining the benefits. Not to mention, there are a lot of issues on the dealer level - in the service lane - when it comes to keeping the customer informed of the status of their vehicle. It seems like such a simple thing, but a customer who has had a bad experience is much less likely to return to their dealer.  

Mark Rask

All of the above comments are so true 

John Goll

I'd have to agree that it's a problem from the sales to service hand-off. People assume that since you bought a car from the dealership you'd just come back automatically for oil changes and services but without the explanation and of the "real value" of servicing at your dealership, those people will just stick with their old shop or uncle's friend's cousin to get the job done.

If you find yourself having a tough time coming up with benefits of servicing at your dealership then you probably want to rethink the whole process from a customer's standpoint.

Mark Rask

The perception of most service departments is not good

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