ACT Auto Staffing & ACTautostaffing.com
A BIG study on Fixed Ops customer retention revealed
One of the Contributors, Kevin Anderson, wrote a blog back some time ago about building trust with customers in service. There were great discussions concerning building customer trust and retention in that thread. I would highly recommend reviewing it,
and start another here because of the following -
A NEW shocking AAA survey of thousands of their members reveals:
2 out of 3 U.S. drivers DO NOT trust auto repair shops in general
AAA found that the 1/3 of U.S. drivers (75 million!) have yet to find a trusted shop
Top reasons why drivers distrust - shop recommending unnecessary services (thanks factories for filling consumer's head with "fluids forever"), overcharging, negative past experience
Despite the 75 million drivers not finding a trustworthy shop, Baby Boomers are twice as likely to find a trustworthy shop than Gen X or Millennials
Since this study reveals a big Achille’s Heal, what is your dealership doing to build trust with existing and new customers?
Starting as a Technician and after many years of Fixed Ops Manager positions in dealerships, Joe Henry now consults dealerships on dealership personnel recruiting and retention
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1 Comment
Brad Paschal
Fixed Ops Director
We have to get better at engaging our service customers.