Customer Retention Doesn’t Just Happen
Have you noticed how “customer retention” is the new buzzword? For many years, it was “improved CSI” that manufacturers pushed for via incentives. Dealers quickly complied and, after a while, realized that improved CSI scores were good for the manufacturer (which is why they are willing to pay incentives), great for the customer (thanks to
Expectations
An expectation is something we think about but maybe unconsciously take for granted in establishing our dealership’s culture, or the way we conduct business on a daily basis. Do we really take the time to fully understand exactly what this word means? We should, because it is an important key to our success as an