Customer Retention After Warranty with Jeff Cowan

We are back again with Jeff Cowan from Pro Talk, he is a partner of the NADA and has spoken at more Dealer20 Groups, than all the other speakers combined.

Losing customers after warranty is an issue for every business, and in some cases, customers leave after their 3rd or 4th visit. Why, we didn’t help the customer with what they needed.

So, in this the second instalment, of a two part interview, we look at solutions to help retain your customers throughout their warranty and after. Then we move on to discuss the future of our service departments with regards to electric vehicles, kiosks and the scarcity of technicians.

Here are the highlights:

{00:53} Retention

{03:11} Service customers do their research too

{06:30} Busiest job in the dealership

{13.30} EV’s in Service

{21:16} The Future

{25:19} Can’t get Technicians

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon’s words ‘real world’, it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

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