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Perception vs. Reality: Are You Seeing your Service Department through your Customers’ Eyes?

By Alexia Henson Many consumers have the perception that servicing at a dealership is more expensive than at independent service providers. Whether this applies to your service department or not, independents acquire customers through consistently advertising competitive prices. Unfortunately, this seems to be working well for them as they’re capturing more and more of your […]

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Surviving the Customer Loyalty Tailspin

By Doug Van Sach   With the average customer retention rate across the industry below 50%, dealers are losing more than half of their customers each year. Here’s how to combat it. Today, the Big 3 automakers account for only 44% of the market – a 26% decline from 2 and a half decades ago. […]

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