EPISODE 22
Unlocking Retention: The Power of the First Service Appointment
Featuring Guest Patti Tremonti
Episode Description
The success of dealership service departments often hinges on effectively setting and securing first service appointments—a pivotal step many dealerships overlook. But it could significantly boost customer retention through strategic processes and engaging customer experiences.
In this episode, sponsored by DriveSure, Patti Tremonti, CEO of MTN Automotive Training Systems, outlines the importance of dealership-wide participation in scheduling first appointments, proactive communication, and building a transparent and welcoming environment that encourages repeat visits. She also introduces innovative solutions such as subscription-based prepaid maintenance plans and detailed video inspections. We also dive deeper into how these tools build trust, enhance transparency, and provide the convenience that today’s customers expect, transforming service interactions into opportunities for long-term customer loyalty and increased dealership revenue.
Takeaways from this episode:
- The critical role of the first service appointment in customer retention
- Strategies for overcoming common pitfalls in scheduling service appointments
- Benefits of implementing subscription-based prepaid maintenance plans
- Why video inspections are essential for transparency and customer trust
- Actionable tips for enhancing dealership-wide engagement and accountability
BILL SPRINGER
and president of Krex Inc.
Patti Tremonti
CEO of MTN Automotive Training Systems
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Customer retention in the dealership service department is about more than just numbers—it’s about treating every customer as if they’re family and earning their repeat and referral business. In this episode, Tully Williams, Fixed Operations Director at the Niello Company, emphasizes the importance of measuring retention consistently and realistically, sharing his unique insights on why customer-focused recommendations and competitive pricing strategies (especially with tires, brakes, batteries, and maintenance) directly impact dealership loyalty and profitability.