Good morning Service Managers, GM, service writers and owners,

As I travel around the country and work with dealers and car manufactures what surprises me is the focus on service retention, but the lack of process and Proactive steps to get this great goal accomplished.

Dealers have service appointments every day, most car makers even have in car systems to help customers manage the service of their car and let them know. The problem is the dealer are not helping the customers manage the service of their vehicles.

What do I mean by this you ask?

Very simple, start managing your customers service by Pre booking appointments like a dentist instead of calling them or not calling them every 4 to 6 months and hoping to catch them when they need service.

Customers go to Jiffy Lube because it is easier than waiting for a dealer to call them. Quite simply if the dealer managed their service properly, jiffy lube would have a hard time capturing "your" service customers.

The next question is how do you do this? Very simple put a step in place at you store when customers are servicing their car to Pre book the next service when they pay. This of course won't work every time but it will work 30% to 40% of the time and based on these numbers all you need to do is proactively contact the other 60% of the time.

Of course their is another benefit, these customers are easyier to upsell hen you confirm that Pre booked appointment.

Either way if you capture 40% of your customer and retain their business you are ahead of the curve anyway.

If you have questions, or would like a free health check of your service business, please let me know.

Have a great day....

Ian Nethercott
Performance Coach
Proactive Dealer Solutions
Cell 604 240 7642
Inethercott@bdcexperts.com
Mobile ian.nethercott@me.com
Http://www.bdcexperts.com