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Loyalty Versus Retention

Customers become loyal when they think you have gone the extra mile. The days of saying, ‘We’ll treat them right and they’ll come back’ are pretty much over. Everyone treats their customers right in this market.

Hidden Profit Centers

Nothing helps retain a customer better than a strong PPM program. Why leave 80 percent of your customers out when it is a great value for them and creates a customer for life?

Rewards, Rewards, Rewards!

If you’re serious about creating lifetime customers, and motivating those customers to do what you want them to do to create more sales, then you need to consider installing and providing a rewards program that has value to your customers.

Setting Your Expectations for a Loyalty Program

Each visit is an opportunity to prepare for the next visit and set realistic expectations on what services will be needed.

Add a Little Magic to the Experience

Discounts are a bribe. You are spending money to gain business and hoping it leads to more business. With a loyalty program, it is just the opposite. The customer gives us business and then we give them the “thank you.”

Who’s Responsible for Customer Retention at Your Dealership?

Leaving it up to the factory to develop one for you or hoping that management by committee will work is the least effective way to grow your business.

Keep Customers Engaged and Motivated for the Long Term

“Retention is easy to overlook, but in some cases you are picking up dimes as you walk over dollars.”