The Million Dollar A Month Problem
NADA Research clearly indicates one of the biggest source of lost revenue for dealerships:- More than 80% of new car purchasers never return to the dealer for customer-pay service.
- And because warranty claims will continue to decline as a revenue source the bulk of your potential ervice revenues are driving off your lot with every new vehicle you sell.
- You are losing more than service revenues when you lose service business. Service customers are twice as likely to buy their next new vehicle from your dealership.
Convenience:
- Hold times for appointments are too long
- Customers must wait too long in the drive for a service advisor
- It is too hard to get the status of a vehicle being serviced
- Customers cannot schedule, reschedule, cancel or confirm their appointments except during business hours
- Service advisors make commitments that the shop can't keep
- Often the service advisors are the only dealership employees that can make phone appointments
Price:
- Customers automatically assume that dealers are the most expensive service option.
- Customers cannot easily assess or compare dealership service pricing versus cost of services from independents.
- Customers value the dealership's experience and training, but assume that this expertise is far more expensive than service at an independent.
- Traditional dealership promotions are easy to ignore, and inconvenient to act on.
