Steve Apicella discusses the challenges faced by sales departments in maintaining relationships with customers after a purchase. He emphasizes the importance of earning recurring customers and highlights the need for leadership and effective communication processes. Steve identifies various methods of communication used by dealerships, such as email, phone solicitations, text messaging, and postal mail. However, he points out their limitations and suggests that these methods may not...

. Tully Williams acknowledges that change can be hard but emphasizes the need to prove that the old way is not effective. He explains the importance of focusing on driving more customers into the service drive as it pays the bills. Tully also highlights the significance of doing what is right, selling technician recommendations they would give their own family members. They discuss challenges in getting everyone on board with this new approach. Tully shares examples of their success in...

Walt from EasyCare RV emphasizes the importance of maintaining recreational vehicles according to manufacturer's recommendations, whether under warranty or not. Corey Smith agrees and compares it to paying taxes. They discuss the benefits of prepaid maintenance plans in terms of locking in current prices and creating customer loyalty. Existing customers are more likely to try new products and spend more. The transcript also mentions how a good service experience increases the likelihood of...

Corey Smith and Ron Overs discuss tips for service advisors and managers in the auto business. They emphasize the importance of slowing down and spending time with customers, as this can lead to increased sales. They also suggest going through tomorrow's business today to better prepare for customer interactions. Corey gives an example of how knowing a customer's vehicle history can help identify additional services needed. They stress the need for good communication skills, avoiding...

Brooke C Furniss discusses the importance of customer retention in the automotive industry. She emphasizes that acquiring customers is not a problem, but retaining them is. Brooke suggests that businesses should constantly nurture relationships with customers by personalizing interactions and staying engaged. She also talks about the challenges of using net promoter scores (CSI) as a measure of customer satisfaction and highlights the need for quality surveys that actually lead to action....

●      Trevor Houston shares his experience in the auto industry, discussing his interactions with a finance director named Brian Craig and his struggle to move up due to politics. Eventually, he decides to leave and transition into financial services. Trevor faced challenges in this new field but persevered by adopting a positive mindset and helping others. He created The Who You Know Show as a platform to connect job seekers with resources and support in the Dallas Fort Worth...

●      Adam Yoder suggests that dealers should consider implementing rewards programs to drive traffic back to their stores. He uses examples of companies like Chick fil A and Starbucks to demonstrate the effectiveness of such programs. Corey Smith agrees, emphasizing the importance of making the dealership stand out from competitors in order to attract customers. They discuss the benefits of offering prepaid maintenance as part of an Advantage program, as it helps build customer retention...

Corey Smith interviews Arnold Gacita, president of Petra Automotive Products. They discuss their podcast and what the title of the episode will be. They also talk about the tech shortage in dealerships and ways to retain technicians. Additionally, they touch on how profits can create goodwill. Arnold shares his 32-year history in the automotive industry and how he started his own company. Finally, they discuss Petra's culture and their work with OES while being in 38 countries with over 360...

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Wrench Turner

Corey Smith and Walt Burns discuss the importance of setting up a service team for success in the RV industry. They suggest introducing customers to the service team during their purchase, making follow-up appointments, and offering prepaid maintenance plans as ways to retain customers. The dealers can entice customers with discounts on services or parts and accessories. By using these tools, they can increase customer loyalty and keep them coming back for more services. Walt discusses the...

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Glenn Lundy Glenn Lundy and Corey Smith discuss the importance of celebrating people in a dealership to get more out of them. They also talk about leveraging the service department in the sales process to increase value, and suggest that dealerships should ask customers what they want instead of assuming. Lundy emphasizes raising the standard of average for dealership employees and holding everyone accountable to it as a way to improve team cohesion, customer service, and revenue.

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