Effective training in a dealership isn’t just about ticking boxes; it can be a major game-changer for safety, communication, and customer retention. When dealers focus on making training a regular, evolving part of their team, the benefits are huge. It’s about more than just the newbies learning the ropes; it’s about creating a continually improving team that instinctively knows how to keep the workplace safe, and talk to both customers and each other in a way that benefits customers and keeps them coming back for more. In other words, a well-trained team can turn a good service department i ..read more

A recent Cox Automotive study revealed a decline in trust towards dealership service, with only 54% of vehicle owners citing “trust” as a reason for returning to the dealership for service in 2023, down from 62% in 2021. This points to a sizable shift in customer loyalty and satisfaction factors  The study highlights a truth that we’ve been seeing for a while now: dealerships need to take greater measures to build trust and enhance customer satisfaction. We uncovered similar insights in our 2023 Dealership Service Retention Report, where over half of consumers said they might leave thei ..read more

BDCs often struggle getting vehicle owners to book service appointments, and to keep those appointments once they do. Convincing customers to commit, especially when they’re concerned about long waits and the disruption to their day, can feel like an uphill battle, even though it’s in a customer’s best interest. And that’s before mentioning the balance of trying to keep the service lane busy without compromising customer satisfaction. Since the “I’ll get around to it eventually” attitude is a recipe for letting small vehicle issues become big ones, BDCs need some extra support getting custom ..read more

A recent study by Cox Automotive reveals a concerning trend for franchised dealerships: a significant loss in service visit share to general repair shops. In 2021, dealerships accounted for 35% of all service visits in the U.S., but by 2023, this figure had declined to 30%. Dealerships are now facing increased competition from service chains and general repair shops. The implications are concerning as they tie directly to dealership revenue and customer loyalty. So why exactly are dealership customers losing their loyalty, and what should they do to start winning back customers? Between the ..read more

Most dealerships recognize that the growing electric vehicle (EV) market is exacerbating a familiar issue: the declining need for oil changes in newer cars. However, EVs are also introducing a range of less predictable challenges. One particularly significant hurdle is maintaining customer satisfaction, a task that has become increasingly complex as EVs become increasingly accessible to the average consumer. According to a study reported by WardsAuto, EV buyers are twice as likely to leave one-star ratings for dealerships compared to buyers of internal combustion engine (ICE) vehicles. This ..read more

In recent years, dealerships have witnessed a significant shift: customers increasingly prefer text messaging as their main communication channel, especially vehicle owners under 55. But to capitalize on this trend, it isn’t just about adopting texting—it’s about mastering it. We discussed this trend in a recent article, drawing data from our 2023 Dealership Service Retention Report, and found 40% of dealership customers now favor text messages over other forms of communication (up from 32% in 2020). It’s clear that a stronger adoption of texting is becoming more urgent, but not all texting ..read more

In the wake of the pandemic, dealership consumers made significant changes to their behavior and expectations. Yet how can we be sure which changes have stuck, and which have reverted back to how they were in 2019? Understanding these changes is crucial for dealerships who want to adapt and thrive in the new normal, which is why DriveSure followed up our 2020 consumer research with the 2023 Dealership Service Retention Report. Here are some of the most notable shifts we discovered: Post-pandemic consumer behaviors: what’s changed? Work quality, price, and customer service are head-to-head as ..read more

Technician retention is a pressing issue for dealerships, plagued by problems ranging from compensation disagreements and miscommunications to uncertainty around career growth opportunities. These challenges not only lead to high turnover but also contribute to a disjointed work environment and escalating labor costs. However, dealership leaders aren’t without options here, and even have paths for proactively growing their staff with loyal technicians. The right approach to long-term retention can help foster a balanced, loyal, and innovative workforce that benefits both the dealership and i ..read more

Dealerships often struggle with two big issues: keeping their staff and keeping their customers. When you’ve got a high staff turnover and customers who might defect in the time it takes to read a competitor’s promo email, it can feel like you’re constantly treading water. Interestingly though, oftentimes the solutions for one of these issues can help with the other too. For instance, when your employees are satisfied and not overworked, they’re able to provide better service which keeps your customers happy and loyal. Similarly, by making it easier for your staff to offer highly desirable b ..read more

A ..read more