Chris Collins says customer retention isn't about finishing the job—it's about whether customers trust and like you. Shop capacity matters more than service advisors at dealerships, yet most shops focus on the wrong thing.
And I think a lot of times our approach to this is we're barely getting by doing the transactions and so we lose perspective of the fact that this is more of a measurement about feelings. You want to come back somewhere that you like and trust people versus oh, well, they got the job done. Maybe the, the first thing that we get wrong about this is we think that if we want customers to come back.
That the advisors are the first part of this. But the truth of the matter is the shop capacity in a lot of, in a lot of dealerships is more important than the advisors.
