A dealer’s long-term success depends on service customer retention, as there is an 85% chance that service customers will purchase their next car from your dealership. However, when you lose a service customer and their associated service revenue, the probability that they will buy from your dealership again drops to less than 20 percent. In this session, I will address how local Quick Lubes, Tire Retailers, and Aftermarket Shops steal your customers and provide insight on how to combat this. You will also learn how to retain customers and bring back into the service drive ones that have previously defected.

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