There is always a lot of discussion regarding service department processes, measuring key performance indicators, effect
WHAT DO YOUR SERVICE CUSTOMERS WANT TODAY? Ken Hite Vice President at ClearMechanic
There is always a lot of discussion regarding service department processes, measuring key performance indicators, effective labor rates, technician pay rates, multi-point inspections, competence of service consultants, etc. While these discussions have their place and are important to fixed operations and the ability for the departments to run smoothly, what about the customer? Service department processes are one thing; however, it’s the customer that is the most important aspect of any business. Franchise auto dealers continue to suffer mass customer defection from their service departments to the independent service provider. Younger generation customers prefer independent service providers. Service retention indexes have moved 5-7 points in the past 16 years. Have we placed too much emphasis upon processes and metrics and not listened to our customers? All the processes and all the metrics have led us to 23% service retention for franchise auto dealers. What are you as a franchise auto dealer doing to address customer defection? How do you plan to win customers back? How are you going to regain customer trust? How do you plan to offset declining warranty sales? How are you going to drive service customers back to your web site?
