Are there ways to accelerate your business when the economy slows down?
Economies go up and down and businesses have to adjust to keep up. Of course, there are a few rare recession-resistant businesses out there, but we all know dealerships aren’t one of them. When things get tough, consumers hold on to cars longer and either decline customer-pay labor, or go to independent shops when they need work done. There are ways to keep your business moving forward, but it requires planning ahead and a robust Service center process.
Here are a few areas dealers can focus on:
Minimize Customer Defections
Keeping your customers from taking their business elsewhere can be a challenge. However, there are a few simple strategies and tactics that can drastically improve the rate of returning customers and tip the balance towards high-earning customer-pay hours in your favor.
For example, a consistent and repeatable process the first point of contact can elevate customer experience and keep them loyal.
Set and confirm first service appointments
Once customers start taking their car somewhere else, the likelihood of them coming back drops. That’s why it’s important to set that first appointment after a purchase. After all, increases in customer retention are one of the simplest ways to drive profit in your Service department.
If you don’t ask, you won’t get. After all, customers can’t buy what they don’t know they need. When asked about a potential repair, most customers will say yes. Adding this to your business process is one of the fastest ways to increase revenue and loyalty.
Review future maintenance and set the next appointment
Taking care of cars is a key part of your business, so you need to know what’s going on with each individual car. Nothing makes that easier than maintaining a VIN-specific repair plan. Knowing your customers' cars and what they need is a simple and effective way to gain loyalty and keep your Service department busy and profitable.
Make repairs more profitable
Service walk-arounds not only protect dealerships by limiting liability, they also give you an opportunity to observe damage and research customer-specific needs, including:
• Previously declined repairs • General maintenance
Securing the long-term profitability of your dealership is vital, but that doesn’t mean that it has to be expensive or difficult. We can help you build the foundations of a business that keeps moving forward – no matter what the economy is doing.
If you interested in learning how CDK Global can help you grow business results, improve customer satisfaction and maximize overall profitability, email us at BDConsulting.Sales@cdk.com or click here.
If you’re a CDK DMS dealer and want help maximizing your current solution and aligning your people, processes, data and technology to achieve a better outcome for your dealership, click here.