Saturday, January 23, 2021
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fixed-operations

Why your dealership should double-down on fixed-operations – Jim Roche

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2020 has posed many challenges for the automotive industry. However, car dealers have been extraordinarily resilient. We have seen the majority of dealers implement digital toolsets and adapt their operations to meet shoppers’ needs wherever, and however, they want to shop. The same can be said for the fixed-operations department. Service directors have added pressure […]
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service

How to build a service department that customers love

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Customer retention continues to be a problem for auto dealerships. Less than 1 in 3 service visits are at dealerships once a vehicle reaches three years of age. Coincidentally, that’s the same time when most warranties expire. The expectation of a superior customer service experience just isn’t being realized. And when it comes to cost […]
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Jeff Cowan

Capitalizing on the rise in consumer demand for service –...

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If dealers are not having record-breaking months in their service departments at this moment in time, then they are doing something wrong. While industry endures the COVID-19 pandemic, consumers are easier to sell to now than ever before. To explain his theory on why this is, we welcome back Jeff Cowan, President of Pro Talk, […]
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service

Low-budget marketing tips for your service department

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It’s widely accepted knowledge that only 45 percent of customers remain loyal to their dealership’s service department within the first two years of vehicle ownership. Like any relationship, work is required to keep things fresh, growing, and long-term. The often-attributed quote of Theodore Roosevelt says, “People don’t care about how much you know until they […]
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service

Three-tier approach to long-term service department growth

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A successful long-term service growth strategy is really just about taking care of the customer. In order to grow, you need to retain the customers you do have, get them to spend more money with you, and attract new customers. Think of it like a funnel. At the top of the funnel, your new customers. […]
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service director

Service Director Manny Escalon on Customer Retention During the Pandemic

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Dealership service departments around the nation are adjusting to the ‘new normal’ in a post COVID-19 world. But what exactly does this mean? We spoke with fixed-ops expert Manny Escalon about the current state of service departments, and the best practices to ensure a high rate of customer acquisition and retention. Manny is the service […]
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accessories

Is There Value in Aftermarket Accessories and Performance Upgrades?

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According to a recent study by the Specialty Equipment Market Association (SEMA), young car enthusiasts ages 16 to 24 spend $7.2 billion each year customizing their vehicles. “More than 7.9 million young people customize, modify or upgrade their vehicles each year,” says SEMA Director-Market Research Gavin Knapp. “Their vehicles not only help them get from […]
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technicians

Technicians Among the Unheralded Heroes in Pandemic Recovery

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Since the middle of March when much of the nation was deeply affected by COVID-19 restrictions, automotive technicians have been keeping the nation running. Prior to April guidance regarding essential businesses, only repairs and maintenance were permitted to operate at dealers in the United States. At the core of any repair business is the technician […]
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recon process

Improving Your Recon Processes in Today’s Climate

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According to the Cox Automotive Auto Market Weekly Summary for June 1, 2020, the used vehicle market has rebounded better than previously forecasted. Compared to May 209, used car sales are up 6 percent year over year. That’s excellent news for one of the largest industries in the United States. However, used car inventory is […]
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technology

Successfully Implementing Technology in the Service Department

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During This challenging time in our industry I have noticed something strangely wonderful happening in the midst of this implosion. Of course, this is over-generalizing the issue, but when it comes to process execution in the service department, it seems to me when things are going great, people act badly. They can get away with […]
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