Low turnover and rock-solid policies for labor times and pricing help retain your valuable service customers.
When it comes to earning trust and loyalty, your service department is already behind the eight-ball. Most customers don’t recognize the value of the trained personnel, specialized equipment and OEM-specific experience you offer, so they perceive your pricing as inflated. They also tend to believe in speaking directly to the person fixing their car and may therefore distrust your service advisors.
Customers who manage to look beyond these negative perceptions are rare commodities that should be treated with the utmost care. The best way to reward their trust and keep them coming back is to maintain consistency in personnel, labor times and parts and menu pricing. Let’s take a closer look at all three. Read full article here.
From Autodealermonthly.com, by Jim Alton