Whitepapers

How to Drive Customer Loyalty in Your Service Drive this Winter Improve Efficiency to Reduce Friction Given the service drive's incredible impact on customer loyalty, delivering an exceptional customer experience is critical to any dealership's retention efforts. With long wait times historically being a top customer complaint when it comes to the dealership service drive, improving the efficiency of your service lane to reduce any unnecessary friction is critical. Audit your current process for opportunities to improve speed and efficiency. Many consumers believe independent mechanics or specialized franchise tire, lube, air conditioning or brake shops are much quicker than dealership service drives for standard maintenance services or state safety inspections. Consider setting up a dedicated service drive or repair bay for those kinds of repairs and marketing it directly against local competitors on speed, cost and competence. Also, look for opportunities to match new consumer buying behaviors, such as expanding offerings like vehicle pick-up and drop off, online booking or video consultations with service managers for more extensive repairs. Attend to Both Seasonal & Regular Needs Winter programs for customers typically include relatively small services like an oil change, new wipers and a battery test. Inherently, some customers will see the value in this sort of proactive maintenance, but some won't. In a year that seems like it will never let up, most regions around the country that experience cold winters are already deep in the throes of chilling weather. Dealerships from coast to coast regularly capitalize on the changing weather, offering special cold-weather-friendly nitrogen for tires, extra- low-temp wiper fluid and plenty of other passive options for their customers to capitalize on. But a growing number of dealerships are actively managing their customer relationships from the service drive following a few simple – and proactive – steps to dramatically increase their customer loyalty this winter. In this whitepaper, learn best practices to optimize your efforts in the service drive this winter to drive customer loyalty, including improving efficiency, tailoring your offers and taking a proactive approach to connecting with customers. THE NO.2 INFLUENCE ON BRAND LOYALTY IS A CUSTOMER'S MAINTENANCE AND SERVICE EXPERIENCE. Think with Google

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