A short YouTube segment by Chris Collins advising used-car departments to balance reconditioning cost against quality. Collins argues that overly cheap or fast preparation leads to comebacks, hurts customers' perception of cleanliness, reduces likelihood they return for service, and thereby lowers customer retention.
Don't lose sight of the fact that the used car department, or ultimately the customer is paying for that detail.
Just the cost of it has to be balanced out with the quality of it. If it's just everything as cheap as we can do, as quick as we can do, you'll end up spending a lot of time on the comebacks. It also does affect your service department in a abstract way when where if the customer gets into the car and they don't feel like it's clean and they buy a used car, they're not as likely to think that they want to come to you for service. You want to get those cars back into your service drive. The quality and how they feel when they take delivery has an effect on your retention of those customers later on.
