Keep more Customers in Your Service Department with These 5 Tips
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 break your service department. If it’s too slow, customers will become impatient. If it’s too fast, customers will feel rushed. The key here is quality and engagement. If customers feel their vehicle needs are being met, they’ll leave happy every time.
2. Get the Right Write-Up System
We hate to break it to you, but clipboard and tablets won’t inspire the kind of loyalty your service department needs. While collecting vehicle data is important, service advisors should focus on customer service. When they’re distracted by entering data, they ignore the customer. Remember: customers want to feel connected to the things they buy. Luckily, eAdvisor offers an alternative solution to tablets. You can read more about it here.
3. Communicate Proactively
This should be common sense, but unfortunately, many service departments struggle to communicate with customers. Providing frequent updates on the status of repairs is a must. Customers shouldn’t have to keep calling to stay informed.
4. Advertise with Targeted Messages
Any messaging you put out there should speak directly to the pain points of all vehicle owners. What problems does your service department solve for them? Do you alleviate safety concerns? Are you honest and won’t sell them on unnecessary work? There’s a lot of distrust out there, so your communications should make customers feel comfortable coming to your service department.
5. Improve the Customer Experience
These tips point to an overall theme: improving the customer experience. Statistics show that experience trumps price. In fact, 54% of customers will pay more and drive further for a service department they like than go to a less expensive one nearby. This is extremely powerful, but something many service departments overlook.
At eAdvisor, we’re dedicated to helping service lanes drive profit and retain more customers. If you’d like to learn more about how we can help, please contact us here.