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I recently participated in a customer service loyalty conference – the FCA MOPAR Parts & Service Conference – and it was wonderful as I watched a sales through service…Continue
Added by Tom Cannata on October 21, 2016 at 5:38am — No Comments
It wasn’t too long ago that a mandatory part of the delivery process included the salesperson walking the customer into service, introducing them to a service advisor and helping to begin that relationship between the customer and the service department. Even now it’s a critical question on many manufacturer CSI sales surveys.
But I find that these days many…Continue
Added by Tom Cannata on September 15, 2016 at 5:38am — No Comments
In the past, customers were willing to bring their vehicle into a service department and wait patiently.
However, with the rise of convenience and the promise of speed in the form of express independent chains such as Jiffy Lube, regular service customers began forsaking the dealership and…
Added by Tom Cannata on August 29, 2016 at 7:00am — No Comments
In the decades I’ve been in the automotive industry, I’ve rarely seen a dealerships compete on anything other than price. After all, it’s pretty easy to compare pricing, especially with the advent of the internet. Today, more than ever, the consumer has the ability to shop faster, further and with all the tools that strip leverage away from the dealership. Frankly, we’ve…Continue
Added by Tom Cannata on February 4, 2016 at 6:04am — No Comments