Do yourself a service

  24 July 2017

There’s no denying that making a healthy profit from aftersales is increasingly challenging.

The UK’s best selling car, the Ford Fiesta, is now on a two-year service interval (or 18,000 miles) meaning less interaction with the vehicle – and customer. New cars tend to have few problems and, looking ahead, electric cars mean a different dynamic with potentially lower repair bills and more cost to dealers through additional training required.

But, when repairs and service are needed, is your business maximising the opportunity to both delight the customer and ensure profits? It is vital to ensure the right message is heard.

You may have spotted press coverage earlier in the year, generated by a warranty firm that offers other products, including servicing at non-franchised dealerships. It claimed franchised dealerships cost “40% more” than independents…well, they would say that wouldn’t they.

But is there a grain of truth there or is it a prime example of lazy journalism? How many times have you seen a botched job after a car is brought into you following a backstreet ‘fix’ gone wrong?

Many customers want work on their vehicle carried out by an expert with guaranteed standards. They appreciate a courtesy car as well as having their own car delivered, or picking it up from pleasant surroundings. Many will pay a premium – but fair – price for this.
So, focus on expanding your offering – and we have ideas to help. On 21 September, Auto Retail Network is running an event in Coventry, New thinking in aftersales. Packed full of smart ideas it could well be the perfect catalyst. Find out more at:

Rachel Gordon


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