The ability to engage service customers--and keep them engaged--is critical to a dealership's revenue and, more importantly, its ability to retain those customers through to the next buying cycle. And that buying cycle is worth a lot more than just one or two cars; according to dealership executive and author Carl Sewell, every customer is worth 517,000 over his or her lifetime. NADA's December 2015 stats report that, although the average new car sale yielded 3.58% gross, the average service yielded 72%. But contacting and engaging service customers takes time, effort, and close monitoring, and that's just not possible for the typical service team when there are hundreds or thousands of customers to work. Not surprisingly, good opportunities get dropped.
Some Apple Stores will reopen this week, with 100 of the 271 U.S. outlets opening their doors again. However, shopping won't resume like it used to do pre-coronavirus. In most of the stores, customers won't be allowed to enter the premises, and instead will only be able to pick up products in front of the store or via a dedicated curbside location. Apple will be setting up Genius Bar appointments in front of the stores as well. The Genius Bar is where customers go to get free tech support, or to have data moved from Apple devices.
Neither synonymous with glamour nor a byword for luxury, England's best motorway service stations have unveiled after a comprehensive survey... but the services from hell are named and shamed too. Transport Focus attempted to outdo even Alan Partridge's encyclopaedic knowledge of service stations with its study of 112 pit-stops. In compiling the momentous list, the travel watchdog questioned 8,700 customers on key factors including staffing, food and the all-important lavatories. Perhaps surprisingly, the same company operates service stations at both extremes of the ranking. The M4's Reading Services Westbound takes the crown for the country's best stop-off - with a customer satisfaction score of 100%.
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The service advisor should greet the customer with a smile, welcome the customer by name, and be genuinely engaging with every customer they meet. The service department is an extremely fast-moving machine. It can seem overwhelming, especially to first-time customers. Multiple lanes of cars in motion, hoods open, engines starting, and tires turned to the side is a barrage to the senses at first. At some dealerships, the practice is to let the customers exit their cars at their own pace and approach the service advisor.