Around the Customer's Ownership Cycle
Around the customer is a performance improvement solution that dealerships are utilizing to help meet the demands of doing business in todays market.
Typically the customer expectations within the Dealership's Fixed Operation lag behind other dealership departments resulting in experiences that leave the customer looking for more. Traditionally whenever the customer's more is not properly fulfilled the dealership experiences eroding Customer Satisfaction, Profitability and a steady decline of customer car park in both the sales and service areas of the business.
Over the last decade dealerships across the country have called on the program to help them create the customer more , resulting in more satisfied customers telling more people about their experiences thus helping the dealership in two key areas, increased customer database (commonly referred to as car park) in both variable and fixed operations and higher levels of gross profitability.
Dealerships involved with the program over the years have seen stronger car parks in both The Vehicle and Service Sales Departments of the dealerships. To make the growth and car park retention possible we concentrate the majority of the program time within the Fixed Operations Departments of the dealership to change a 100 plus year culture associated with "repair order filling" to a culture of right selling the customers appropriate needs. This new approach has help dealerships grown their parts and labour sales 9% to 15% or more each year than the rest of the country.
We see even higher results year over year at peak preforming dealers, we also improved customer satisfaction as reported through the manufacturer's generated surveys as well as a steady increase recapture of customers not visiting the dealerships over predetermined time periods – which drives customers back to the showroom when the time comes to purchase a new vehicle.
Over the years, the program has evolved to make use of different training styles to suit your environment, market, employees, and needs. Simply, we have helped grew their business profitability using the skills and talents of their own people (People Power), tweaking their own processes, and keeping things simple. We do not need to reinvent the wheel. We take all the things you are doing well and make them better, we identify your selling opportunities and establish processes and talk tracks that increase your closing ratios – while providing your customers with excellent service.