Fixed Ops Magazine 2024 Vol 21-3 - 40

FEATURE BY MATT GRAY
RETAINING
SERVICE
CUSTOMERS
It is A Competitive Sport You Can't Afford to Lose
R
etaining service customers is a competitive
sport and one your dealership can't afford to
lose. But for customers of new cars, dealerships
aren't always their first choice for service options.
Service provider CDK recently surveyed 2,000 service
shoppers and found that nearly half, 46%, said they
would never visit a dealer for service, choosing instead a
third-party mechanic. That's a distressing discovery but
one your dealership doesn't have to take lying down.
DIGGING FOR THE ANSWER
Digging into the details of why shoppers made the
choices, they revealed areas of opportunity. This year,
the independent store's positive reputation was the
top reason shoppers selected them. This contradicts
the often held assumption that price is the top factor
for selecting the local shop over the franchised dealer.
These results suggest that your dealership can win the
service wars by building a strong reputation, and that
starts with your service advisors. What sets exceptional
40
MIRRORING YOUR CUSTOMER
AND BUILDING RAPPORT
Imagine a service drive where customers don't just
visit, they connect. This is the power of mirroring and
building rapport. Here's how to unlock it:
* Be a mirror, not a mismatch: Pay close attention to
your customer's communication style. Do they speak
in short, direct sentences, or do they elaborate with
details? Match their pace and tone to establish an
immediate sense of ease and understanding. Listen
actively, not passively. Acknowledge their concerns
with empathy and validate their feelings. A simple " I
understand your frustration, " can go a long way.
* Speak their language, not jargon: Avoid technical
terms that might confuse your customer. Explain
service advisors apart? The answer lies in mastering the
art of human connection. The following practical training
steps and examples can help your team get started.

Fixed Ops Magazine 2024 Vol 21-3

Table of Contents for the Digital Edition of Fixed Ops Magazine 2024 Vol 21-3

Fixed Ops Magazine 2024 Vol 21-3 - Cover 21-3
Fixed Ops Magazine 2024 Vol 21-3 - 2
Fixed Ops Magazine 2024 Vol 21-3 - 3
Fixed Ops Magazine 2024 Vol 21-3 - 4
Fixed Ops Magazine 2024 Vol 21-3 - 5
Fixed Ops Magazine 2024 Vol 21-3 - 6
Fixed Ops Magazine 2024 Vol 21-3 - 7
Fixed Ops Magazine 2024 Vol 21-3 - 8
Fixed Ops Magazine 2024 Vol 21-3 - 9
Fixed Ops Magazine 2024 Vol 21-3 - 10
Fixed Ops Magazine 2024 Vol 21-3 - 11
Fixed Ops Magazine 2024 Vol 21-3 - 12
Fixed Ops Magazine 2024 Vol 21-3 - 13
Fixed Ops Magazine 2024 Vol 21-3 - 14
Fixed Ops Magazine 2024 Vol 21-3 - 15
Fixed Ops Magazine 2024 Vol 21-3 - 16
Fixed Ops Magazine 2024 Vol 21-3 - 17
Fixed Ops Magazine 2024 Vol 21-3 - 18
Fixed Ops Magazine 2024 Vol 21-3 - 19
Fixed Ops Magazine 2024 Vol 21-3 - 20
Fixed Ops Magazine 2024 Vol 21-3 - 21
Fixed Ops Magazine 2024 Vol 21-3 - 22
Fixed Ops Magazine 2024 Vol 21-3 - 23
Fixed Ops Magazine 2024 Vol 21-3 - 24
Fixed Ops Magazine 2024 Vol 21-3 - 25
Fixed Ops Magazine 2024 Vol 21-3 - 26
Fixed Ops Magazine 2024 Vol 21-3 - 27
Fixed Ops Magazine 2024 Vol 21-3 - 28
Fixed Ops Magazine 2024 Vol 21-3 - 29
Fixed Ops Magazine 2024 Vol 21-3 - 30
Fixed Ops Magazine 2024 Vol 21-3 - 31
Fixed Ops Magazine 2024 Vol 21-3 - 32
Fixed Ops Magazine 2024 Vol 21-3 - 33
Fixed Ops Magazine 2024 Vol 21-3 - 34
Fixed Ops Magazine 2024 Vol 21-3 - 35
Fixed Ops Magazine 2024 Vol 21-3 - 36
Fixed Ops Magazine 2024 Vol 21-3 - 37
Fixed Ops Magazine 2024 Vol 21-3 - 38
Fixed Ops Magazine 2024 Vol 21-3 - 39
Fixed Ops Magazine 2024 Vol 21-3 - 40
Fixed Ops Magazine 2024 Vol 21-3 - 41
Fixed Ops Magazine 2024 Vol 21-3 - 42
Fixed Ops Magazine 2024 Vol 21-3 - 43
Fixed Ops Magazine 2024 Vol 21-3 - 44
Fixed Ops Magazine 2024 Vol 21-3 - 45
Fixed Ops Magazine 2024 Vol 21-3 - 46
Fixed Ops Magazine 2024 Vol 21-3 - 47
Fixed Ops Magazine 2024 Vol 21-3 - 48
Fixed Ops Magazine 2024 Vol 21-3 - 49
Fixed Ops Magazine 2024 Vol 21-3 - 50
Fixed Ops Magazine 2024 Vol 21-3 - 51
Fixed Ops Magazine 2024 Vol 21-3 - 52
Fixed Ops Magazine 2024 Vol 21-3 - 53
Fixed Ops Magazine 2024 Vol 21-3 - 54
Fixed Ops Magazine 2024 Vol 21-3 - 55
Fixed Ops Magazine 2024 Vol 21-3 - 56
Fixed Ops Magazine 2024 Vol 21-3 - 57
Fixed Ops Magazine 2024 Vol 21-3 - 58
Fixed Ops Magazine 2024 Vol 21-3 - 59
Fixed Ops Magazine 2024 Vol 21-3 - 60
Fixed Ops Magazine 2024 Vol 21-3 - 61
Fixed Ops Magazine 2024 Vol 21-3 - 62
Fixed Ops Magazine 2024 Vol 21-3 - 63
Fixed Ops Magazine 2024 Vol 21-3 - Page 64
Fixed Ops Magazine 2024 Vol 21-3 - Page 65
Fixed Ops Magazine 2024 Vol 21-3 - 66
Fixed Ops Magazine 2024 Vol 21-3 - 67
Fixed Ops Magazine 2024 Vol 21-3 - 68
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2024-vol-21-3
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https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2024-vol-21-1
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