Up to 80% of customers who buy a vehicle from a dealership do not return for customer pay service work two years after the sale,…

As automotive retailers, we make every effort to scout, greet, qualify, and sell to potential customers on the front end. We advertise in print, digital,…

One of the biggest problems dealerships face is defection. Customers are spending a majority of parts and service dollars, nearly 70% of $310 billion according…

Picture this: You arrive at a hotel after a long day of travel.  It’s well past midnight and you find yourself alone in a quiet…

More than half of consumers will stop buying from a retailer after a bad customer service interaction. And, nearly 40 percent will avoid a retailer…

People hate waiting. With overnight shipping, fast food, and quick lube centers, customers expect results in a hurry. Yet, they come to your service department only…

Have you ever stopped to think about why Henry Ford’s moving assembly line was such a huge innovation? A moving line didn’t remove the need…

What good is migrating from an open service system to an appointment-driven approach if you are not educating your customers that appointments are a viable…

I have a friend whose entire extended family has been going to the same repair shop for over 15 years. Every member of his family…

Editors Note: This article was written by guest author Nugeen Aftab, who was a summer intern in the Reynolds Marketing Communications department.   Generation Y,…