A Renewed Focus on Used Vehicle Acquisition and Customer Service Retention
An AutoAlert Service Lane Best Practice
The average dealer loses twice as many used car customers to service defection compared to new car customers. Used car buyers are one of the most active service customer segments, and focusing on used cars’ service needs can keep your customers on the road, leading to increased service drive retention.
AUTOALERT DEALERS SHARED THE FOLLOWING BEST PRACTICES:
- Use AutoAlert Service Marketing* to offer discounted services to reintroduce your service drive.
- Isolate a date range and offer speciﬁc services (i.e., customers due for light repairs and maintenance).
- Create a custom tag inside the AutoAlert platform to report which service campaigns performed best.
HOW MANY HOURS CAN YOU SELL?
Hours are the inventory of the Service Drive. Keeping a service drive full makes a service drive efficient, drives customer retention, and helps you retain your service technicians.
YOUR DAILY PLAN SHOULD LEVERAGE LOYALTY TRAFFIC & ENHANCE THE CUSTOMER EXPERIENCE. BUT HOW?
1. Let Your Data Work For You
Review your upcoming appointments in AutoAlert 24-72 hours before your customers’ appointments.
This process prepares your team to have the right conversation at the right time and creates a stream of retention and proﬁt opportunities.
2. Find Your Wishlist Vehicles
Contact customers before their appointment and offer discounts based on the frequency of their dealership service visits.
You can even ﬁlter your lists for customers with better opportunities to trade keys with you that day.
3. Be Prepared
When your customer arrives in your service drive, instantly receive a notiﬁcation via AutoAlert Service Lane Management, and have everything you need to deliver value and customer satisfaction immediately.
ONE OF THE MOST EFFECTIVE WAYS TO FILL YOUR SERVICE DRIVE IS TO FOCUS ON RECALL MANAGEMENT.
1. Get Started on the Right Foot
Determine a strategy based on available recalled parts, work hours, and customers that carry potential sales opportunities.
2. Continue the Personalized Conversation & Plant Seeds
Create a campaign from your existing customer data in AutoAlert, including trackable emails and outbound calls to engage targeted customers with a no-charge repair.
3. Become “Top of Mind”
Managing your recalls can position you and your team as forward-thinking, helpful to your customer, and drive even higher customer satisfaction.