In the service lane, increasing profit relies on the culmination of several small actions. However, many service managers overlook the details because they are too focused on increasing repair orders and hitting metrics. They don’t always realize that meeting sales goals is all about the (seemingly) little things. Superb customer service and efficient processes are […]
In the service lane, increasing profits relies on the culmination of several small actions. However, many service managers overlook the details because they are too focused on increasing repair orders and hitting metrics. Superb customer service and efficient processes are the foundations of generating revenue – it’s called the service lane after all. So, here […]
It costs dealerships 7 times more to gain new customers than to keep existing ones. In fact, Harvard Business School found that increasing customer retention by just 5% can lead to a 25%-95% profit increase. However, due to technological advancements, cars live longer and people are keeping them longer (around six years for the average person). But […]
Dealerships have always relied on their service departments to make a profit and keep more customers. While experts say fixed-ops sales are increasing across the board – up 5.6% since last year – service departments need to stay on top of their customer service game if they want to stay profitable. So, here are a few retention pointers. […]
Though many dealerships lose service lane customers once their vehicles fall out of warranty, with the right tools, retaining customers is possible. Here are 5 ways to retain more customers and increase customer loyalty. 1. Perfect the Check-in Process We’ve said it a million times and we’ll say it again: the write-up will make or […]
The dealership loyalty landscape is changing by the day. As boomers age, millennials are driving industry behavior, yet most service departments refuse to adapt. If you sit idly by, you’ll miss out on profit opportunities. And because customer loyalty is an ever-changing trend, service departments need to keep ahead of it. So, here are some common misconceptions […]
Fact: most people hate having their vehicle serviced. It’s one of those necessary, time-consuming evils. There are many reasons why people feel this way, but the biggest is due to unscrupulous repair shops pushing unnecessary repairs. And while most businesses are “innocent until proven guilty” car repair shops, including dealership service departments, must “prove” their innocence before […]
Recent statistics show that a dealership’s fixed operations department generates 50% of its total gross profit, putting a lot of pressure on advisors to drive service lane revenues. But you already know that—you feel the stress of finding new ways to write more hours per RO every day. What you might not know is that, […]