Why Should The Customer Come Back to You? - AutoSuccessOnline

Why Should The Customer Come Back to You?

Be the dealership that stands above the rest when it comes to treating customers right; they’ll reward you with their loyalty and their future sales.

Selling a car is great, but should it be the ultimate goal of your dealership? While selling a vehicle may be the measure of achievement on the surface, the most successful dealerships know that selling a car is only the first step on the road to lasting success.

In the pages of AutoSuccess, many of our articles deal with the subject of customer loyalty and retention, and how important — and beneficial — it is to the health of your dealership. But, if the concept of loyalty doesn’t make the sale in your mind, maybe the numbers will:

When a customer returns, your path to the sale becomes much shorter  — Approximately 43 percent of customers who keep coming back to a dealership buy their next car there. When you engage with the customer, value the relationship and give them reasons to come back, customers will reward you with their business.

Aren’t you loyal to certain businesses? —  Customers are no strangers to the idea of loyalty to a brand or company; 75 percent of car buyers use loyalty points/rewards programs with other types of retailers. Look at it from the vantage point of the consumer, which you yourself often are: Don’t you feel valued when you’re rewarded for your return business by your grocery, airline or even your favorite lunch spot? Reward your steady customers, and reward yourself at the same time.

Give customers a reason to come back — When 59 percent of consumers say they would try a new brand or company for a better service experience, you’ve got to take notice if you want to stay relevant. Again, put yourself in the customer’s shoes. If you don’t feel valued at a business, if you don’t feel like they appreciate the time, effort and money you’re spending by doing business with them, why would you come back — especially if you had options. Do your customers have options? Give them a reason to do business with you.

Above all, give them a reason to stay — If a customer has a bad enough experience, there’s nothing to stop them from walking away, and 78 percent of consumers have reported doing just that because of a poor service experience. While it might just be another Tuesday afternoon for you at work, buying a car is a big deal for the average consumer; it’s the second biggest purchase most will make. If you give them any reason to feel that they’re not being treated well, why should they stay? Would you, in that position? Be honest with yourself and look at your processes. Are there areas where you could make the customer feel special? There probably are, and there are probably ways to immediately improve that wouldn’t cost you a cent.

Customers are better educated than ever before, and there isn’t a shortage of dealerships when it comes time for them to buy a vehicle. Be the dealership that stands above the rest when it comes to treating customers right; they’ll reward you with their loyalty and their future sales.

You May Also Like

The Dealership Flywheel: A Perspective from X-Amazonian

Customer obsession is key. Every dealership must have processes in place to never fail a customer.

service customer and mechanic

As your dealership heads into 2024, it’s common to reflect back on the previous year and identify possible areas of improvement. As you reflect, consider things like whether or not you’ve had about the same number of people coming into your service department each day of the week or month of the year. As you reflect back on this past year’s sales and inventory hurdles, you undoubtedly know which months your store sold the most used or new cars.

New Research Reveals Age and Gender Differences in Vehicle Add-On Purchases

Are there certain age/gender demographics with a higher propensity of purchasing any specific set of VPPs? This study sheds light on consumer preferences and priorities when it comes to safeguarding and maintaining vehicles.

study about age and gender differences - man and woman
How Generative AI Is Impacting Auto Lending Compliance

What is often left out of recent headlines, is the extraordinary power of AI to reduce harm, including fair lending and discrimination risks.

5 Predictions for Front-Line Chat Solutions

In the next few years, prepare for a chat solution that must act like a personal greeter to every customer who visits your digital showroom.

Maximizing Fleet Uptime: A Dealer’s Guide

This guide provides actionable insights for dealers to ensure their fleets are always on the move.

Other Posts

Just WIN All the Time, It’s Fun!

To operate at your highest level of contribution requires that you deliberately tune in to what is important in the here and now.

Just WIN All the Time, It’s Fun!
Everyone Has Something to Teach Us

Don’t let pride keep you from learning and expanding your skill sets. Create a “learning zone” where knowledge is freely shared.

Everyone Has Something to Teach Us
Navigating Shrinking Margins: Acquisition Lessons from the Stock Market for Dealers

Initiatives are being developed to ensure that dealers can access the necessary vehicle data without facing prohibitive costs, aiming to make vehicle data more affordable and efficient.

Navigating Shrinking Margins: Acquisition Lessons from the Stock Market for Dealers
Critical Thinking with the Genius Club

A lack of critical thinking is responsible for the success of every con that reaches epic proportions. We must think critically to protect ourselves from evil geniuses.

Critical Thinking with the Genius Club - Remora