Good morning Dealer Elite Members,

As I travel around North America I have found that dealership staff like customers are convinced that servicing their vehicles at a dealership is more expensive than Hans and Franz, Jiffy lube etc.

The competition has not only convinced our customers they have convinced our staff that we are no longer competitive in the market. This is a huge problem and needs to be dealt with.

Step One: Call your competition and find out what there phone process is, their pricing and how good their customer service is. Make sure your service team listens to the call. Do it at 5:30 and buy dinner if needed.

Step Two: Move to a reduced Diagnostic charge or a free diagnostic to set more appointments.

Step Three: Match pricing and for heavens sake stop quoting prices on parts. When is the last time you had a factory trained tech take a look at your vehicle so we can fix the problem and save you some money.

Step Four: Have a phone process for inbound and outbound service calls and for how the customer is handled when they are in the service drive.

Step Five: Post a list of prices online and in your service drive so customers can understand that your pricing is competitive and update it every month.

PUT YOUR COMPETITION OUT OF BUSINESS BY MANAGING YOUR CUSTOMERS SERVICE BETTER AND RETAIN MORE CUSTOMERS EVERY DAY!

Simply put, book like a dentist, manage service for your customers and drive more traffic to your sales and service department every day.

Jiffy Lube is not your problem, the fact that you are not managing and informing your customers is your problem, fix it today!

Here is a tool that can help, if you have questions, I can help!

Ian Nethercott

Proactive Dealer Solutions

1 877 452 2753

inethercott@bdcexperts.com

http://www.bdcexperts.com