Chris Collins' panelists say dealerships lose about 85% of customers to independent shops because they don't make people feel valued after the sale. They push back on dismissing new retention tactics without trying them first, arguing psychology and strategy matter more than doing things the old way.
What I always like to do is.
Look at things in the sense of.
What is the result, what is the outcome?
Right.
Like, so if we're, if we're doing all this work, what is the outcome of what we're doing? So it's the outcome of our approach.
Our mindset, our systems, our execution of the systems.
All of it.
Right.
It's the, it's the outcome. And most of the time, what's lacking.
There is the psychology also, like, we're not, you know, we're not understanding that there's psychology involved in getting the customer to feel how we want.
But when it just comes to dealerships, in this conversation, we lose 80 to.
85% of our customers to independence.
That's all you have to say?
So why would we not. It was okay.
No, that's not all I have to say. Let me add one more thing to that.
We have home field advantage.
We sold them the car and we do nothing to retain them from the car sale. And then we think that things like lifetime alignments are stupid.
And it's like, well, let's do something like, I don't know, free coffee isn't.
Going to be enough.
So there's like, we should, I just, we should be open to trying things instead of judging things. And I'm, you know, it's not.
You're not going to burn the place down by trying a couple of things and having an open mind.
Exactly, exactly.
But instead, you know, our industry is very, very much. You know, instead of thinking strategically, we'd much rather go towards, towards the bubbling cauldron of tribal knowledge.
Thanks so much for watching this clip of Service Driving Revolution. We're uploading new stuff every day, so make sure you subscribe and click the bell so you don't miss out. If you have a question you'd like us to answer on the show, call 8333 Ask SDR and we'll answer your question on the show. That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chriscollinsinc.com now that's offers.chriscollinsInc.com I'm Chris Collins and I'll see.
You in the next video.
Sam.
