Vice President at ClearMechanic. OEMs and ... 2) Younger generations prefer to service their vehicles at independent rep
WHICH DEALERSHIP WOULD YOU HAVE REPAIR WORK DONE AT? Ken Hite Vice President at ClearMechanic
OEMs and Franchise Auto Dealers have yet to determine how to address the following industry trends; 1) Gen Y, Gen X, and Millennia generations don’t like to frequent franchise auto dealers. 2) Younger generations prefer to service their vehicles at independent repair facilities. 3) Baby Boomers are the last bastion of customers that tend to show more loyalty towards franchise dealers. 4) Even loyal franchise dealer customers still visit the independent service provider throughout the course of a year. Younger generations don’t trust franchise auto dealers. How do you regain TRUST with your lost customers? Consider these progressive, forward thinking dealers that have embraced today’s technology and are regaining TRUST with every warranty and customer pay repair order. http://www.dublintoyota.com/CIMAPhotos http://www.toyotapaloalto.com/service-photos.htm http://www.bmw24service.com/page/custom/en/Live_Repair_Orders http://www.hayeschevrolet.com/Repair-Photos http://www.centralvalleynissan.com/service-photos.htm Put your customer hat on for a moment. You have a choice to go to franchise Dealer A or franchise Dealer B. They are the same with one exception, Dealer A validates all repair recommendations and supports multi-point inspection forms with real time photos of the customer’s actual vehicle and failed component and / or service in question. Dealer B doesn’t provide this service. If everything else is equal, where are you as a consumer going to go? The answer is simple - Dealer A. Dealer B has on-line scheduling, competitive pricing, performs multi-point inspections, provides loaner vehicles, has master ASE/OEM certified techs, professional/courteous service consultants, multi-million dollar facilities, etc.. Sounds familiar, doesn’t it? That’s what everyone has today and the end result is continued customer defection and 23% service retention. You have a choice: continue down the same path or enhance your current processes and demonstrate to your customers that your dealership represents transparency in automotive
repair and validates all repair recommendations with real time photos. The choice is yours.
