According to J.D. Power's 2016 CSI study, the key areas that dealers need to pay specific attention to are...

• Wait Time: Consumers are willing to wait 1-2 hours for service. Unfortunately, the majority of customer visits are well past 1-2 hours. I also have to believe that customer defection wouldn't be at 70% if customers didn't have to wait and be inconvenienced.
• Service with a Smile: Service satisfaction improves considerably when…

The majority of service departments are busy today, I've even heard "I don't need any more business", and that comment is concerning. Service departments are busy with recall work, but not necessarily customer pay work.

Most vehicles visiting dealerships today are late model, under warranty, and have minimal opportunities for customer pay work. They also provide little upside for new car sales opportunities. General maintenance and service, the industries bread and butter, has…

"If it were possible and practical, most people would never set foot in a car dealership when purchasing a vehicle."

The title of this post, along with the introduction were quotes from a recent article that appeared in Money. The survey and results were conducted by Accenture. Complete article available here.

It's no surprise that consumers aren't excited about…