Keeping Customers Happy is the Bottom Line

  Make new friends, but keep the old…  This is a ditty that many of us remember from our childhoods.  However, the idea is especially true for car dealerships when it comes to keeping existing customer happy … and coming back. The challenge is maintaining a good...

Have Oil Changes Become a Commodity?

In the past month or so, I’ve heard a lot of Service Managers and Fixed Operations Directors express that they’ve resigned to the notion that prices dictated by their manufacturers commoditize their routine services – especially oil changes. In other...
The 2020 Service Retention Report Is Here!See what nearly 2,000 service customers said about why they return, why they don't, and what dealerships can do about it.