We can all agree that customer retention in the Service Department trumps all. It brings long-term profitability, higher new vehicle resale rates, higher sales per RO, and increases in Customer Pay work. With that said, you will understand and salute the following concept: Granny rules!

Whatever you call your Grandmother: Mommy, Granny, Grandmama, Old Biddie, or whatever, Granny is a lovable soul who deserves your best, and relies on you to give her your best advice and care. So, imagine that Granny just pulled into your Service drive. What would you do and what would you not do?

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From the Mar-Kee Group, by Brett Coker.