By Jason Unrau
The Cox Automotive Maintenance and Repair Study emphasizes that less than 1 in 3 service visits are done at the dealership. Customers are taking their vehicles to aftermarket shops and those mom-and-pop service centers down the street. By the numbers, that means there’s a 70% defection rate, since all cars are originally purchased new from dealers, right?
As an industry, there’s a struggle to retain that service business, and it doesn’t come easy. Customers need to learn that they can trust the dealership to service their cars without getting ripped off. And high prices are one of the customer’s biggest complaints.