That has the finest effect on Customer Loyalty and Retention inside your Dealership?
Could it be the Sales rep? The Dog Owner? What about the Cashier? Or even the Greeter? Remember about Parts! Certainly Everybody within the Dealership has something related to it.
But when I stated the reply is “THE SERVICE Consultant”, the number of would accept me? Can One visit a show of hands?
I believe that many individuals who’re within the Service Department would accept me completely. There’s not one other individual who has more connection with your Customer within the existence of the vehicle compared to Service Consultant.
So, what exactly are we doing to maximise the connection using the one individual we’re constantly looking for and need we’d much more of, The Client?
In the last few years there’s been a powerful push by most Dealerships to behave. Something that even includes a hint of growing the Return on investment using the Customer continues to be considered and in some cases, put in place.
“Customer Friendly” grew to become the brand new buzz word and from new waiting rooms to online service appointments, as well as lots of so known as “Customer Friendly” solutions like Coffee Bars and Free WI-FI, are actually available and waiting at the local Dealership.
Even though these enhancements are extremely appreciated by our having to pay public, it appears we have been addressing the client with amenities which are missing one crucial element, and that’s the Human Element.
The purpose of contact in which the Customer forms lengthy lasting impressions and decides if you should continue to use your Dealership is at the disposal of one essential person…The Service Consultant.
Remember them? Those are the “People carrying out a People Business.” Are we been having to pay enough focus on them?
Let’s review some the recent past.
Previously half a century there’s been a general change in the Automotive Repair world. It went from the “Dealership Service Business” to some “Customer Support Business.” And also the people who first got it right were the Aftermarket Providers.
How did edge in the game? They required the “Customer” area of the business seriously and made the decision to become easier and provide Services the client wanted. Such things as convenience, competitive prices and fast service.