Perception vs. Reality:
There’s an old saying that a customer’s perception is the reality. Very seldom do I speak with a general manager or fixed operations director where the topic of competing against Jiffy Lube and Pep Boys does not come up. After the warranty expires, 70% of those aftermarket dollars are flowing right into everyone else’s hands. The possibilities are endless in this $350 billion market where by most accounts, franchise dealerships will get about 30% of that number.