Today’s Industry Facts

– Customer defection rates from automobile dealerships are at all time high.
– 46 % of customers defect for routine maintenance from their selling dealer after the 1st year of ownership.
– Customers perceive the auto dealership as expensive and inconvenient.
– Customers want and demand a “ONE-FULL STOP” routine maintenance provider that is competitively priced and can meet their needs.
– 60 % of customers do not return back to their selling dealer for routine maintenance by the 3rd year or ownership.
– Dealers need to sell more maintenance parts and labor including brakes and tires.
– 80 % of customers will give the sales department an opportunity to sell them another new vehicle if the service department has met all their needs.
– The future profitability of automobile dealerships will require a higher level of internal awareness, education and customer defection training.
– Dealer Principal and its employee’s must adapt to today’s customer needs and exceed their expectations.

CHART

This pie chart represents that automobile dealerships have almost an 80% window of opportunity to bring the customer back to their store for routine maintenance.