Service Department Training
With an ultra–competitive new car market it has never been more important to maximize your service department profitability. Where warranty work use to represent 70% of the service done at dealerships, today that figure has fallen to about 20% because of the higher quality in the manufacturing process. Dealerships need to offer a better service experience in an effort to capture customer loyalty.
Dealerships are expanding their marketing campaigns to draw customers into their shop for service. Such advertising campaigns as Ford with "America's Newest Tire Store" and GM’s "Good Wrench Service Plus" are just two such examples.
Most dealerships are aggressively implementing programs to increase more revenues and customer retention through their service department. Dealerships continually examine a diversified range of automotive products and services, including new and used vehicles, automotive repair services, and automotive finance and insurance products. Some dealerships are experiencing that only 20% of new car owners return for customer pay repair services. Many dealerships have implemented customer perks in an effort to entice new car buyers to return to them. Many of these programs fail because of an inability to show or provide what the customer perceives as a true value in having their vehicle serviced at the dealerships.
Common to lack-luster service department performance is improperly trained employees, bad recruiting, or high employee turn-over. Career Changers USA provides innovative programs that solve the crux of failing service departments… properly trained and motivated employees. If a customer asks, “What is the benefit of having my car serviced by the dealer instead of my local mechanic?” will they get the same answer from sales, F&I, and service? How would your staff answer this question?