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The basis of a successful and profitable Service Department is the Process. The process relates to the Service Drive, Warranty, Techs and the Flow of the Departments. With a correct process in place and when utilized to the maximum it results in sales, customer retention, high CSI, and a flow that works in all phases of the dealership. The processes are critical to success. Once processes have been implemented, the next step is marketing which will lead to increased traffic. In today's market you have to think outside the box. Look to new and better forms of getting your message out to the public. Being the first to market with these ideas has proven highly successful for our firm.
You also have to look past today and plan for the future. Free is exactly what it is - free. The consumer has become very wary of schemes so a retention plan that is up front with no gimmicks has to be utilized. There can be no hidden agendas. With the correct retention plan, you will achieve 65 to 70 % retention with a very limited exposure for the company and a great customer reception and perception. Harding Resolution Management has successfully managed dealerships with 68.9% retention. With most stores averaging 30 to 40 % this is a giant leap in getting customers back into your service department.
Another critical factor is ease of use. Making it extremely easy to manage is essential and very easy for your front-line people to follow. When they feel confident and know how easy it is they will sell more.
Marketing is key to a dealership's success. Harding has a proven track record with an outstanding 26% growth in CP customer count and 35% growth in CP dollars even during tough economic times. Harding's ability to understand and utilize the Internet and social media will bring that success to your group.
Driving more traffic alone does not guarantee increased sales and profits. You have to combine the marketing with the processes for success. Harding Resolution Management is your partner who will work with you to customize a program for your dealerships, implement those programs continue to monitor the success of those programs.
Harding Resolution Management has the ability to help you define the vision and then achieve that vision.
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