Service Follow Up

[KevvyG]

Hey all. Looking for a little feedback. I was responsible for setting up our Business Development Center sometime ago in the hopes that of course it would fill the shop and therefore generate me some extra parts buck$. However, the powers to be staffed it with the WRONG guy, so I walked away. Well, now he is leaving and we have someone sharp I can work with. Anyway, what I am looking for is an average of how many people (percentage wise) you are getting back into your store after 6 months. I believe I read somewhere that 40% was the industry number, but I'm curious what those of you who are doing it right are obtaining. Thanks!!

[westover6]

we have about a 63% return for first service. Our salesmen schedule the 1st service at delivery and we contact the customer a week before they are due in. It has been very succesful for us.

[bsilcox]

We are Ford Lincoln-Mercury Mazda. We are in a community of about 155K. We sell about 30% of our total new are pump outs into other markets. This is one number you will need to know. You can't keep 100% if the sales department is pumping out 30% our 1st and 2nd appointments are running about 64% for the past 2 years. We started a program called Customer First in September 2006. Because it has a lot of value in the program its become a little easier to get those new customers back. We did a SurveyMonkey survey to all of our e-mail customers and found about 70% of sales on the front end was coming due to a relationship with service. Hope this helps.

Bob

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Robert "Bob" L. Silcox