Fixed Ops Magazine - 2021 Vol18 03 - 46
FEATURE
FIND THE
SERVICE
ADVISOR OF
THE FUTURE
Look For What Cannot Be Taught
G
one are the days when you could take a technician
past his prime, put him behind the service
advisor desk and expect your business
to do well. According to J.D. Power, 74% of customers
say that their experience with some companies set
the standard for their experience with all companies.
In other words, if you do not meet that platinum standard
of service expected, your company could be in
deep trouble.
After thousands of hours observing and training service
advisors, I have learned one important truth:
Customer service matters just as much, if not more
than
your
product. Here is the
proof: A study entitled www.pedowitzgroup.com/customer-experience-stats-good-business
found
that
companies with excellent quality
vehicles and mediocre service
have the same retention as those
with poor quality vehicles and excellent
service. When it comes to creating
quality customer experiences, look no further than
your service writers. In this article, I will tell you why
they are important, how to find them and how to keep
them working at their best.
When it comes to
creating quality
customer experiences,
look no further than
your service writers
46
GIVE CUSTOMERS A GOOD EXPERIENCE
AND THEY WILL COME BACK ...
AND BRING FRIENDS
Why is a good experience so important? An astonishing
85% of customers state that a positive service experience
made it more likely that they would purchase
another vehicle from that dealership according to
snapcell.us.com/automotive-dealership-customer-retention-statistics.
And,
according to General Motors,
a 1% increase in customer retention
brings in an additional $700 million
of revenue on an annual basis. The
upshot is that customers are willing
to pay a premium to have a great
experience. And when they pay, you
http://snapcell.us.com/automotive-dealer
http://www.pe
http://www.dowitzgroup.com/customer-expe
Fixed Ops Magazine - 2021 Vol18 03
Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 03
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