The old adage that the Sales Department sells the first car and the Service Department sells the rest is truer today than ever. And ten years from now, it may be the difference between those who remain in business and those who enter forced retirement.

Consider this comparison:

Sales - The world’s factories can produce nearly 50% more vehicles than are currently needed, while reduced demand for vehicles has created the highest incentives of all time. There is a glut of used vehicles which has driven trade values down. The sales cycle is on the decline and may get even worse.

Service - By contrast, demand for service technicians is greater than ever. In fact, a report released this week said the industry is presently short 60,000 automotive technicians and demand is on the rise. Combined with the aforementioned sales statistics, it’s clear that consumers are planning to hold on to their cars longer than they have in the past.

Another Indicator - Manufacturer focus on Service

Auto manufacturers and large dealer groups have turned their focus toward improving customer satisfaction in service because they know the direction the industry is headed. Service processes that focus on building positive customer relationships and driving repeat business are number one on many training wish lists.

Auto University gets results

This past year, Mitsubishi Motors engaged Auto University to deliver Service Process Training to their dealers. And last week, JD Power and Associates announced that Mitsubishi dealers had increased their CSI by 25 points. That was fifth best in the industry.

In order for your dealership to be competitive in the future, you’ll need to implement a service process that gets results. Call us today to find out how we’re turning around the fortunes of dealerships across the country.