From A JD POWERS Report:
The Service spotlight has been on bolstering customer retention since the decline in new-car sales of recent years. In early 2010, J.D. Power and Associates predicted that dealership Service Departments would have to adopted new practices for increasing their customer-pay Service business to compensate for this resulting 25 percent decrease in Service dollars. Even though current predictions by some industry pundits indicated a return to much higher annual new-car sales volumes within a few years, the need to retain customers and create stronger Service sales will never fade.

What is your Dealership doing to address this??