Is your dealership doing everything possible to keep your customers satisfied and returning to your business? Now, more than ever, your reputation for building relationships and retaining customers may depend on your company’s focus on providing high quality customer service. How is “good customer service” defined? Though there isn’t a simple answer to this question,[…]
In today’s retail automotive climate, customers have more access to information than ever before. Quite often, a properly prepared and researched customer comes into the dealership armed with more knowledge than the salesperson. This can cause friction, as the customer often interprets the salesperson as deceptive. But in reality, the salesperson may simply not have[…]
Earning true customer loyalty is a process and it takes a fair amount of time. Some results are not apparent for months and many times it requires internal business process changes, as well as complete culture changes – initiated at the highest leadership levels. A study by the Temkin Group explains that many executives mistakenly[…]
Everyone appreciates getting more value out of an investment than they initially put in. It’s not very often, however, that both the dealer and the customer feel they’ve profited as they see fit when the customer leaves the dealership. One party usually feels that they could have – or should have – gotten “more”. Imagine[…]
Prepaid Maintenance Plans (PPMs) have been used as an auto dealer customer retention tool because paying up front for services is a guaranteed way to get customers back into the service lane. However, the pricing and structure of many PPMs administered by third parties have not made the program very profitable for the dealership, and more importantly,[…]
As a dealership there are many ways you can identify if you’re losing customers. Through data, you can see that John Smith used to come into the dealership regularly for service but then disappeared without a peep. Why did John Smith stop coming in? Do you know? You could certainly reach out to John and see if you can get any[…]
The automotive industry, in general, has an employee retention problem. A BIG one. And especially big in dealership’s sales departments. Sure, there are exceptions. However, NADA reports that sales turnover in dealerships averages 70 percent. That’s a lot! I’m sure that dealerships would rather not have this issue — so why is it happening? Well, an article I recently read in Forbes shines[…]
Customer retention is typically much less expensive than customer acquisition. However, with the advent of the internet, consumers are changing. Now, I’m not saying that your dealership should ditch retention and loyalty strategies – not by a longshot. You need both retention and acquisition to grow. But what if I told you there is a customer acquisition strategy that costs ZERO dollars? Interested? I thought[…]
What would you do if a customer was injured at your dealership and you were at fault? I don’t mean serious injury or anything like that. Perhaps just a bump or scrape? Most businesses would apologize or, at the very least acknowledge the mishap to the customer. Perhaps send some flowers or a gift card.[…]
Performance Loyalty Group is privileged to have been included in not one, but two recent Automotive News articles outlining the success our auto dealer clients experienced using our products to gain and retain customers, build stronger relationships and drive more revenue. The first was in May 2016, and highlights the spectacular results H&H Chevrolet experienced[…]