Blog

The Art of Customer Retention: It Starts with Sales

Nothing in your dealership functions in a silo. Like it or not, your sales team sets the stage for customer retention to your dealership—and how they handle that responsibility can make or break the chance you have to wow your customers with your service department....

A Fresh Look at Dealership Communication’s Impact on Retention

How does your dealership communicate with customers? Great communication is an investment. Luckily the return is a big one: the return of your customers. Especially when increasing customer retention by 5% can increase profits by 25% to 95%. A focused effort on...

5 Critical Moments to Create an Amazing Dealership Experience

Outstanding service is no longer just “service with a smile.” In a world focused on customer experiences, dealerships must offer above-and-beyond service that keeps customers coming back. It’s about making customers feel like a valued and significant part of your...

Create a Dynamic Customer Care Culture at Your Dealership

Ever wonder why some customers don’t return to your service department? Prices too high? Too competitive of a market? According to a 2018 survey, people aren’t leaving businesses because of product or pricing. 67% leave because of poor customer service. While many...

Meet the Team: The Value of a Vehicle Service Department Tour

How likely is it that your customers will return to your dealership for their next car purchase? It depends where they go for service. According to Cox Automotive’s Service Industry Study, 74% of customers who returned for service within 12 months came back for their...

4 Ways You Can Benefit from the DriveSure Pass

Mobile phones - they’re with us all of the time now, aren’t they?  They serve every imaginable purpose from alarm clock, to fitness tracker, to home thermostat and light switch.  Businesses from almost every industry are getting...

Roadside Assistance Programs Drive Customers Back

  Even the best maintained vehicles breakdown.  There are unexpected mechanical issues, road hazards, accidents, etc.  These events typically require emergency roadside assistance, and your dealership can capture revenue for these unplanned repairs by offering a...

Turn your Oil Change Service into a Strategic Customer Retention Tool

Article written by Bill Springer. Perhaps the most commonly performed procedure in the new car dealership service department is the oil change.  Getting customers to return several times a year for this preventive maintenance service is perhaps the most telling...

Tire Replacement – Customer Retention and Revenue

"90% of dealership service customers that buy tires elsewhere never return to the dealership for service."  Americans are keeping their cars longer than ever before, often for 10+ years. Tires typically must be replaced after six years (or more often, depending on...