gm goodwrench
DESCRIPTION
Presentation as part of a group competing for a piece of GM service work. Sadly, GM decided to not go thru with the project.TRANSCRIPT
04/14/23 RCK CONSULTING
04/14/23 RCK CONSULTING
WE’RE LOSING OUR CUSTOMER BASE
0%
20%
40%
60%
80%
100%
1st Year 3rd Year
46% 59%
04/14/23 RCK CONSULTING
US14%
THEM86%
$6.9 BILLION SMACKERS
04/14/23 RCK CONSULTING
04/14/23 RCK CONSULTING
What do your customers
WANT?
04/14/23 RCK CONSULTING
A relationship with an individual at the dealership.
04/14/23 RCK CONSULTING
A relationship with an individual at the dealership.
Early warning/ no surprises.
04/14/23 RCK CONSULTING
A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.
04/14/23 RCK CONSULTING
A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.One-stop shopping.
04/14/23 RCK CONSULTING
A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.One-stop shopping.Repairs explained in simple language.
04/14/23 RCK CONSULTING
A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.One-stop shopping.Repairs explained in simple language.Reasonably priced repairs.
04/14/23 RCK CONSULTING
A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.One-stop shopping.Repairs explained in simple language.Reasonably priced repairs.Concern for their safety and their family.
04/14/23 RCK CONSULTING
DEFECTION POINTS
TiresBrakes
04/14/23 RCK CONSULTING
Tires78% of consumers buy
tires from the first person who
recommends them
04/14/23 RCK CONSULTING
TiresAND has them readily available
for sale.
04/14/23 RCK CONSULTING
Tires75% of customers continue to get
their vehicle serviced where they buy tires.
04/14/23 RCK CONSULTING
DEFECTION POINTS
TiresBrakes
04/14/23 RCK CONSULTING
A relationship with an individual at the dealership.Early warning/ no surprises.Choices on timing & price points.One-stop shopping.Repairs explained in simple language.Reasonably priced repairs.Concern for their safety and their family.
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
Total vehicle maintenance center.
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
Your customer is introduced to your service department
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
Your customer is introduced to your service department
&
Their first service is scheduled
04/14/23 RCK CONSULTING
Facts About Your Customers
82% could not remember the salesperson’s name a year later.
90% were never contacted again about purchasing another vehicle.
85% have no plans to purchase from the same salesperson or dealership
again.
04/14/23 RCK CONSULTING
Facts About Your Customers
62% have a family member or close friend who will purchase within
twelve months.
04/14/23 RCK CONSULTING
Facts About Your Customers
71% said that they bought because they liked their salesperson.
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
We build value into each visit
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
Maintenance Multi-Point Inspection
Report
IMPORTANT
STUFF
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
Measure and record tire and
break wear
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
PSYCHOLOGY OF THE FREE
INSPECTION
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
Mileage driven service reminder system
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
Specific labor operation codes
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
High profile services are competitively priced
04/14/23 RCK CONSULTING
GM GOODWRENCH CUSTOMER RETENTION
PROGRAM
Tires are readily available to support the sale
04/14/23 RCK CONSULTING