True profitability at the dealership comes in the form of repeat and referral business. Lose your service customer base and you'll never find real success. And one of the best ways to guarantee that customers won't come back is to operate on autopilot, meaning that you are indifferent to a customer's needs.

According to research, two thirds of all customers leave to do business with other companies because they felt as though nobody really cared about their needs. So how do you show your customers that you care about them when you see the same problems from the same people day in and day out?

Show the Customer you Care

• Can you hear me or are you listening? - Hearing is an autopilot behavior because it is biological. It involves only the ear and the brain. But listening is what a customer really wants and needs. That involves the mind and your time. You must decide to listen. It is a choice you make every day. Once customers know you are listening, they will begin to know that you care.
  
• Will you be keep me informed? - Reacting is an autopilot behavior. Waiting for the customer to call you for an update is the first step toward crash landing the relationship. Planning specific times for follow-up is proactive and shows you care about the customer. Too many times customers have arrived to find their car isn't ready as promised or that more repairs were needed. That's akin to a customer service crash landing.
  
• How can I get the most out of my ownership experience? - Most customers will never ask you this question, but most would love to know the answer to it. That is why you need to keep customers informed about their maintenance schedules, recalls, and recommendations about their cars. Be sure to contact them quarterly, at minimum, to maintain the relationship. An autopilot system doesn�t do that.

Your attitude is obviously where it all begins. If you don't like people, or if you talk negatively all day about your customers, it may be time for a career change. This is a people business, and it is through these people that you and your family's needs are met. Once you've made the choice to care, we can help you make the job easier and more profitable. Contact us now to find out more.