When it comes to sales and service transactions in the retail automotive industry, a main strategy in acquiring new customers or repeat business has always…

I frequently write about how, in my opinion, dealerships would be wise to expand their thinking and change attitudes towards recall customers … and not just recall customers, but all customers

The customer experience is key to building customer loyalty, increasing referrals and securing repeat business. It is also one of a dealership’s most important…

It wasn’t too long ago that most dealers shunned recalled vehicle owners, describing the additional traffic as a nuisance, or they viewed them as consumers who occupied service bays that could be more profitable with other types of business. 

However, changes in OEM recall reimbursement policies, along with revenue data that indicates more than 50% of recall…