Fixed Ops Magazine 2022 Vol 19-6 - 60

3. RETENTION
If you are consistent, honest, transparent and proactive,
and gain trust, your retention scores will naturally improve.
The more your team can use the information at
their disposal through your CRM to be proactive when
booking service, the better. It will increase your profits
and your retention, resulting in not only higher upsell
opportunities, but also money back from your manufacturer
programs. A win-win.
Our common goal should be " Leave No Customer
Behind " . Do you have the staffing to execute all of
the emails, text, and live calls required to meet and
exceed higher than average retention? Do you have
active pickup and delivery? Are you offering mobile
service solutions?
NO MORE GUESSWORK -
NO MORE SURPRISES
Agent accountability. Dealership productivity. Managing
and optimizing your BDC schedule. Dealerships are
finally able to measure and track each customer interaction
along with each agent's performance and skill
level. The result is a better ROI metric to prove the importance
of their department each month.
trust by using text and videos to show the customer
what exactly needs to be repaired and then be transparent
about the amount of time it will take your team
to remedy the solution.
Which brings me to my next point... transparency.
2. TRANSPARENCY = NO SURPRISES
One of the biggest areas for disappointment with service
customers is not giving them all of the information
up front, starting with the initial call, then the in-lane experience,
on through to the MPI and status update for
additional repairs. Things happen and we can't always
plan for it, but the key in this area is communicating a
change to the customer immediately and letting them
know how much time it will take to remedy the situation.
Which brings us to the last big piece, retention.
Ultimately, the bottom line is healthier and customer
experience is better. With the right technology behind
you, you can transform your BDC from an expense center
into a profit center.
Bob Gower is the Chief
Operating Officer at
Traver Connect, a BDC
company focused on
helping dealerships
drive profits.
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Fixed Ops Magazine 2022 Vol 19-6

Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-6
