Great Service Wins
Manufacturers are building better, safer cars, which mean fewer warranty repairs and more time between recommended service appointments. When your customers see you less, they’re more likely to forget about you and defect to an independent or aftermarket repair shop that may have cheaper prices. However, there IS a silver lining. Eighty-one percent of drivers agree that quality of service is more important than price.1 From the moment a customer walks through the door, you have the opportunity to delight your customer and win them over with superior service. If you do this right, you won’t have to convince them to come back again and again.
So how do you take your service from satisfactory to superb?
- Schedule their first service appointment when they purchase
Make your dealership the first choice from the beginning. Seventy-three percent of consumers will definitely or most likely return to their most recent service provider, so make sure that’s you.2 Enable your sales department with an easy tool to book that first appointment and your dealership can see a 19 percent lift in service retention.3
- Bring in the tablet
Using a tablet in your service bay makes things easier for you and your customers. Dealers who use tablets during their write-up process are not only improving their customers’ experience, but they are also seeing an increase of revenue by up to 20 percent.4
- Let them choose
Give your customers the ability to pay for their service via email, text or customer portal. Let them have the flexibility to choose their pickup time or notify them when their car is ready to further improve their experience. That way they’re in, they’re out and they’re happy!
- Before they leave … make the next appointment
Your dentist doesn’t let you leave the office without scheduling your next cleaning, and you shouldn’t either. Before your customer leaves the Service Department, schedule their next appointment. Did you know only 16 percent of service advisors schedule the customer’s next appointment?5
Customers want an easier, better experience when they visit your dealership. They will move on if they don’t get the best possible experience. In fact, 6 in 10 customers say they would be more likely to return to your dealership for service if they were satisfied with their experience.6 In the words of Walt Disney, “Do what you do so well that they will want to see it again and bring their friends.”
CDK Fixed Ops Solutions
Our Fixed Ops solutions provide a premier full-service workflow solution that brings together appointments, mobile lane write-up, powerful inspection tools, and a multipayment channel solution all with seamless integration to CDK Drive. It’s the only place you'll find the entire service experience in one, powerful tool.
About the Author
Kim Saylor is the Product Marketing Manager for CDK Global’s Fixed Operations Solutions. She is responsible for the research, launch, and marketing of products to improve the efficiency and profitability of dealerships’ parts and service departments. Kim currently lives in Florence, KY with her husband and two children. In her spare time, she enjoys running and going to boot camp fitness classes.
1 Millward Brown Digital/Google Auto Parts/Accessories Purchase Study, August 2013 2 Google consumer surveys 3 J.D. Power and Associates Sales Satisfaction Index 4 Automotive News, April 2012 5 MyGuy North America Service Advisor Survey, 2013 6 MyGuy North America Service Advisor Survey, 2013