As a progressive car dealer, when it comes to service retention growth, there may just be two main things on your mind. FIRST, keeping your active service customers - who the manufacturer is holding you accountable for - happy and coming back to you regularly for service. SECOND, bring back and keep, the lost and inactive customers that are defecting at a dramatic rate to both competing dealership
s and independents amidst the enormous amount of marketing they are being bombarded with- many of whom will gladly take a loss just to steal them from you. Nearly every customers home mailbox, inbox and internet browsers are cluttered with messages and offers from your competition and there’s literally nothing you can do about it. Of these two problems, the challenge of retaining active customers is well understood. Have the right team in place, teach quality customer service, upsell in a way that doesn't send customers running for the hills, give realistic service completion times and add value by doing all of this at a fair price. (Maybe even have someone reset the WIFI router in the waiting area a few times a day - so it actually works!)
There. Want to solve the inactive and lost customer problem? Not so easy....
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