Aftersales, improving customer retention

Lucy Duggins  12 April 2016 16:20:54

Why do customers choose your dealership ? Is it that you are the closest, ease of booking, great coffee & biscuits , Wifi, quality of service wash, pricing etc ? Well it’s probably a little of all of these and more, but it is certainly true that the Aftersales Dept is more important to customer retention than ever.

Where a customer chooses to service and repair their car will be based on a customer experience, because again pricing between similar franchises will be the same. So how do you make your dealership different ?

Autoclenz can improve customer experience in Aftersales in 3 main areas. Firstly the ease of booking. We can offer a fully insured collection & delivery solution so that your customer doesn’t need to leave their home or workplace. This is very popular with fleet users. This also keeps lead times down and releases pressure on the courtesy cars. Secondly we can improve the “free” service wash which is a great opportunity to wow the customer.  Small low cost improvements by dressing tyres, striping carpets and air freshener in addition to the usual wash, leather & vac can really enhance customer perception. Thirdly the upsell. Offer a full valet or SMART repair whilst the car is on site, improving customer perception and profits.  
These are all either self-funding or low cost initiatives to improve Aftersales customer experience, and therefore customer retention.

To find out more about the difference at Autoclenz please call Lucy on 01283 554682

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