Customer Retention 2016

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The most common question we hear from consumers is, “What do I need to do to take care of my car and avoid big repair bills?”

Fortunately, the answer is simple: Establish and follow a regular vehicle maintenance plan. A maintenance plan is essential for protecting your automotive investment and maximizing the reliability and safety of your vehicle.
Next, you’ll need to find a good repair shop. Whether a shop is connected to a new car dealership, part of a national chain or an independent service provider, the most important thing to look for is whether they have Certified Technicians on staff.
You’ll also need to know how to communicate properly and effectively to avoid misunderstandings that can increase repair and diagnostic costs.
So exactly how does a consumer do this?
Every customer in your service drive is a present. You can’t get time back that’s why they call it the “Present”.

Service Training and coaching increases customer retention

Service Training and coaching increases customer retention

Now with that said look around your shop as a consumer.
Is your service drive clearly marked where to pull in and stop for help?
What would impress you as a consumer? Is the facility welcoming and clean?

Look at your service advisors appearance, body language and are they proactive or reactive?
Are advisors greeting your customers from a desk or at the door?
Are your advisors looking and concentrating on what your customer is saying?
Does your advisor share a manufactures recommended services and maintenance guide.

All manufactures Ford, GM, Chrysler, Volvo, Honda, Toyota, Mitsubishi and many more imports all have specific recommendations.  Your consumer may have other makes and models in their garage at home or that a loved one drives. Do they know all the models that you service?

This is a small list of what Dealer Service Academy will coach and train with your Service Team.

Getting customers to come into your service drive is hurdle #1
Ensuring your customers comeback the second time is a direct outcome of the first visit!

Dealer Service Academy Automotive Coaching and training, Fixed Operations Groups Nationwide and Canada.

Automotive Training Experts Call Us Today to Schedule a visit!

Why Us?

Dealer Service Academy’s distinct differentiators is the ability to offer leading service expertise, to deliver it via top-notch, interactive implementation and to make the connection between information and action. Interactivity is our hallmark.
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