top 5 reasons your service customers go somewhere else
DESCRIPTION
Top 5 Reasons Your Service Customers Go Somewhere ElseTRANSCRIPT
![Page 1: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/1.jpg)
CarPeopleMarketing.com
whyREASONS
![Page 2: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/2.jpg)
CarPeopleMarketing.com
What makes them...- mad...- leave...- never come back...
REASONSwhy
![Page 3: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/3.jpg)
CarPeopleMarketing.com
It happens every single day...
It's a serious problem.
REASONSwhy
![Page 4: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/4.jpg)
CarPeopleMarketing.com
15-25% of the customers in your store for service today...will never come back.
REASONSwhy
![Page 5: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/5.jpg)
CarPeopleMarketing.com
Maybe...- found a better deal- just forget abt you- didn't fix right- you pissed them off
REASONSwhy
![Page 6: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/6.jpg)
CarPeopleMarketing.com
You have to constantly fill the pipeline because of the "churn" of customers you lose
REASONSwhy
![Page 7: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/7.jpg)
CarPeopleMarketing.com
That 'churn' keeps you from growing...
REASONSwhy
![Page 8: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/8.jpg)
CarPeopleMarketing.com
But there is good news.
REASONSwhy
![Page 9: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/9.jpg)
CarPeopleMarketing.com
I believe...You can fix it.
REASONSwhy
![Page 10: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/10.jpg)
CarPeopleMarketing.com
I believe you can...slow down or stop the churn of customers in
your store...
REASONSwhy
![Page 11: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/11.jpg)
CarPeopleMarketing.com
I believe you can...- adapt- change - grow- succeed
REASONSwhy
![Page 12: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/12.jpg)
CarPeopleMarketing.com
I've seen you do it.
You've done it before.
REASONSwhy
![Page 13: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/13.jpg)
CarPeopleMarketing.com
You made it through the bad times...You survived 08-09
and you are still here.
REASONSwhy
![Page 14: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/14.jpg)
CarPeopleMarketing.com
You aresurvivors…
REASONSwhy
![Page 15: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/15.jpg)
CarPeopleMarketing.com
You are smarter than you used to be...
- leaner- cleaner- meaner
REASONSwhy
![Page 16: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/16.jpg)
CarPeopleMarketing.com
You figured out how to make it when others didn't.
You did what you had to do...and it worked.
REASONSwhy
![Page 17: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/17.jpg)
CarPeopleMarketing.com
I believe you can do anything.
REASONSwhy
![Page 18: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/18.jpg)
CarPeopleMarketing.com
I love the car business...
REASONSwhy
![Page 19: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/19.jpg)
CarPeopleMarketing.com
I love the - enthusiasm- energy & creativity- opportunities- challenges
REASONSwhy
![Page 20: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/20.jpg)
CarPeopleMarketing.com
I believe,if you really want to grow your service business...
REASONSwhy
![Page 21: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/21.jpg)
CarPeopleMarketing.com
You need to...- get lost cust back- attract new ones- keep existing ones
REASONSwhy
![Page 22: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/22.jpg)
CarPeopleMarketing.com
You need to give customers some real reasons to visit your store...
REASONSwhy
![Page 23: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/23.jpg)
CarPeopleMarketing.com
And, you need to stop pissing them off when they do.
REASONSwhy
![Page 24: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/24.jpg)
CarPeopleMarketing.com
Here's what I did...
REASONSwhy
![Page 25: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/25.jpg)
CarPeopleMarketing.com
whyREASONS
![Page 26: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/26.jpg)
CarPeopleMarketing.com
so you would know which ones to fix first.
REASONSwhy
![Page 27: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/27.jpg)
CarPeopleMarketing.com
I asked 100 customers what they HATE most about dealership svc departments...
REASONSwhy
![Page 28: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/28.jpg)
CarPeopleMarketing.com
I told them to be brutally honest...
I told them not to hold back...
REASONSwhy
![Page 29: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/29.jpg)
CarPeopleMarketing.com
I told them I really wanted to know how they felt...
And they told me.
REASONSwhy
![Page 30: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/30.jpg)
CarPeopleMarketing.com
whyREASONS
![Page 31: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/31.jpg)
CarPeopleMarketing.com
1. You have to be Open More.
REASONSwhy
![Page 32: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/32.jpg)
CarPeopleMarketing.com
Open evenings.Open weekends.Open when the competition is.
1. Be Open More
![Page 33: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/33.jpg)
CarPeopleMarketing.com
You have to be open for business if you expect to do business.
1. Be Open More
![Page 34: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/34.jpg)
CarPeopleMarketing.com
You have to be open... when they need you to be open.
1. Be Open More
![Page 35: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/35.jpg)
CarPeopleMarketing.com
- old days are gone- busy 24/7 365 world- both spouses work- juggling kids, jobs- can't waste a min
1. Be Open More
![Page 36: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/36.jpg)
CarPeopleMarketing.com
There are lots of other places they can go – and once they go, you lose them forever.
1. Be Open More
![Page 37: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/37.jpg)
CarPeopleMarketing.com
You have to make sure they know when you are open.
1. Be Open More
![Page 38: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/38.jpg)
CarPeopleMarketing.com
You have to be Open More.
![Page 39: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/39.jpg)
CarPeopleMarketing.com
2.You have to
Answer the
Phone
![Page 40: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/40.jpg)
CarPeopleMarketing.com
Customers told us they HATE to call dealership service departments.
2. Answer the Phone
![Page 41: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/41.jpg)
CarPeopleMarketing.com
They said...- you don't answer- put on hold- takes forever- sound in a hurry- sent to voicemail
2. Answer the Phone
![Page 42: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/42.jpg)
CarPeopleMarketing.com
So we called 150 dealerships...we found out they were right.
2. Answer the Phone
![Page 43: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/43.jpg)
CarPeopleMarketing.com
21% didn't answer in 5 rings...we hung up.
2. Answer the Phone
![Page 44: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/44.jpg)
CarPeopleMarketing.com
26% put us on hold for over 2 minutes...we hung up.
2. Answer the Phone
![Page 45: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/45.jpg)
CarPeopleMarketing.com
21 + 26 = 47% we never even got to talk to a service advisor...
2. Answer the Phone
![Page 46: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/46.jpg)
CarPeopleMarketing.com
Of the 53% we did talk to...
2. Answer the Phone
- 77% didn't ask name- 74% price, no reason- 72% didn't ask appt
![Page 47: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/47.jpg)
CarPeopleMarketing.com
85% of service customers call first.
They want to do business with you!
2. Answer the Phone
![Page 48: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/48.jpg)
CarPeopleMarketing.com
You spend hundreds of dollars in advertising every month just to get the phone to ring...
2. Answer the Phone
![Page 49: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/49.jpg)
CarPeopleMarketing.com
And nobody answers.
2. Answer the Phone
![Page 50: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/50.jpg)
CarPeopleMarketing.com
- Call your store.
- Pretend to be a service shopper.
- Answer this Question.
2. Answer the Phone
![Page 51: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/51.jpg)
CarPeopleMarketing.com
Would you do business with you ?
2. Answer the Phone
![Page 52: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/52.jpg)
CarPeopleMarketing.com
Here's the Solution, and it's simple.
2. Answer the Phone
![Page 53: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/53.jpg)
CarPeopleMarketing.com
Hold a monthly telephone training meeting.
2. Answer the Phone
![Page 54: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/54.jpg)
CarPeopleMarketing.com
- know how important- get their name- give reasons to buy- always ask for appt- get rid of voicemail
2. Answer the Phone
![Page 55: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/55.jpg)
CarPeopleMarketing.com
You can instantly increase your service traffic if you just...
2. Answer the Phone
![Page 56: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/56.jpg)
CarPeopleMarketing.com
Answer the Phone.
![Page 57: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/57.jpg)
CarPeopleMarketing.com
3.You have to beMore
Competitive.
![Page 58: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/58.jpg)
CarPeopleMarketing.com
They think you charge too much.
3. Be More Competitive
PERCEPTIONREALITY
![Page 59: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/59.jpg)
CarPeopleMarketing.com
Here's what I found out...
3. Be More Competitive
![Page 60: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/60.jpg)
CarPeopleMarketing.com
I found out you really only have to be competitive on a fewwell known services.
3. Be More Competitive
![Page 61: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/61.jpg)
CarPeopleMarketing.com
You have to be competitive on- oil changes- tire rotations- check eng lights- tires
3. Be More Competitive
![Page 62: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/62.jpg)
CarPeopleMarketing.com
These are the 4 most shopped services...they drive the most traffic...
3. Be More Competitive
![Page 63: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/63.jpg)
CarPeopleMarketing.com
Customers know about what they are worth...
they know if it's a good deal or not...
3. Be More Competitive
![Page 64: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/64.jpg)
CarPeopleMarketing.com
and if it's not a good deal -they will go somewhere else.
3. Be More Competitive
![Page 65: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/65.jpg)
CarPeopleMarketing.com
The Competition is Fierce.
3. Be More Competitive
![Page 66: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/66.jpg)
CarPeopleMarketing.com
US Dept of Labor81,533 Independent Repair Shops
3. Be More Competitive
![Page 67: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/67.jpg)
CarPeopleMarketing.com
593 Pepboys800 Goodyear900 Meineke
3. Be More Competitive
![Page 68: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/68.jpg)
CarPeopleMarketing.com
1500 Firestone1800 Midas2400 Walmart Auto
3. Be More Competitive
![Page 69: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/69.jpg)
CarPeopleMarketing.com
2200 Jiffy Lube's
27,500,000 Customers Per Year
3. Be More Competitive
![Page 70: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/70.jpg)
CarPeopleMarketing.com
Think about this...
3. Be More Competitive
![Page 71: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/71.jpg)
CarPeopleMarketing.com
Most service customers aren't like us...
3. Be More Competitive
![Page 72: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/72.jpg)
CarPeopleMarketing.com
They...- shop around- clip coupons- it's just oil change- $2-3 can change- BOA $5 per month
3. Be More Competitive
![Page 73: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/73.jpg)
CarPeopleMarketing.com
WOW them with your Oil Change Price.- competitive- at least meet / beat- make sure it's deal
3. Be More Competitive
![Page 74: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/74.jpg)
CarPeopleMarketing.com
WOW them with your Tire Rotation Price.- very competitive- price is low or free- get the wheels off
3. Be More Competitive
![Page 75: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/75.jpg)
CarPeopleMarketing.com
WOW them with your CK Eng Light Price.- make $ on the fix- don't have to beat- do the math - $ fix
3. Be More Competitive
![Page 76: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/76.jpg)
CarPeopleMarketing.com
Remember,The only goal for these services is to get them in your store.
3. Be More Competitive
![Page 77: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/77.jpg)
CarPeopleMarketing.com
I know you don't make a lot on these...
3. Be More Competitive
![Page 78: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/78.jpg)
CarPeopleMarketing.com
I'm not saying to be too cheap...that doesn't work either...
3. Be More Competitive
![Page 79: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/79.jpg)
CarPeopleMarketing.com
People will pay a little more to do business with you.- you are the best- you are worth it
3. Be More Competitive
![Page 80: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/80.jpg)
CarPeopleMarketing.com
But, they won't pay a lot more.
3. Be More Competitive
![Page 81: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/81.jpg)
CarPeopleMarketing.com
Anybody have a calculator?
3. Be More Competitive
![Page 82: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/82.jpg)
CarPeopleMarketing.com
How much do you make when they go somewhere else?
3. Be More Competitive
![Page 83: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/83.jpg)
CarPeopleMarketing.com
Tires.
3. Be More Competitive
![Page 84: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/84.jpg)
CarPeopleMarketing.com
75% of customers buy service where they by tires...
3. Be More Competitive
![Page 85: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/85.jpg)
CarPeopleMarketing.com
4 out of 5 will buy from 1st person that tells them they need tires...
3. Be More Competitive
![Page 86: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/86.jpg)
CarPeopleMarketing.com
1 in 7 cars in your service drive needs tires now...
You have to sell tires.
3. Be More Competitive
![Page 87: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/87.jpg)
CarPeopleMarketing.com
It's easy to shop for tires.
3. Be More Competitive
![Page 88: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/88.jpg)
CarPeopleMarketing.com
Your tire prices need to match or beat the prices in your market area.
3. Be More Competitive
![Page 89: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/89.jpg)
CarPeopleMarketing.com
1.67 is not the correct markup percentage for tires.
3. Be More Competitive
![Page 90: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/90.jpg)
CarPeopleMarketing.com
You need to include mounting and balancing...in the price – call it a tire installation / protection package.
3. Be More Competitive
![Page 91: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/91.jpg)
CarPeopleMarketing.com
You need to be... - proud of prices- know competitive- prove it everyday...
3. Be More Competitive
![Page 92: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/92.jpg)
CarPeopleMarketing.com
20% Difference Tire Low Price Guarantee.
- find same tire less- 90 days- pay difference +20%
3. Be More Competitive
![Page 93: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/93.jpg)
CarPeopleMarketing.com
- advertise it- talk about it- brag about it - flyers on RO's- use it as a closer
3. Be More Competitive
![Page 94: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/94.jpg)
CarPeopleMarketing.com
You have to beMore
Competitive.
![Page 95: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/95.jpg)
CarPeopleMarketing.com
4. You have to beFaster & Better
![Page 96: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/96.jpg)
CarPeopleMarketing.com
They want to get an oil change done in 30 minutes or less...
or they will go somewhere else...
4. Be Faster & Better
![Page 97: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/97.jpg)
CarPeopleMarketing.com
They want someone to greet them as soon as they arrive... or they will go somewhere else...
4. Be Faster & Better
![Page 98: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/98.jpg)
CarPeopleMarketing.com
They want their car fixed right the 1st time in less time...
or they will go somewhere else...
4. Be Faster & Better
![Page 99: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/99.jpg)
CarPeopleMarketing.com
They don't want to stand in line at the cashier to pay.
4. Be Faster & Better
![Page 100: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/100.jpg)
CarPeopleMarketing.com
Fix 90% of problems...hire 2 more techs,hire 1 more service advisor and...
4. Be Faster & Better
![Page 101: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/101.jpg)
CarPeopleMarketing.com
fire your cashier.
4. Be Faster & Better
![Page 102: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/102.jpg)
CarPeopleMarketing.com
Cashiers...- cust serial killers- no vested interest- create a bottleneck - pissing off science- evil, wicked, mean
4. Be Faster & Better
![Page 103: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/103.jpg)
CarPeopleMarketing.com
Cashiers should not be the last person your customer sees.
4. Be Faster & Better
![Page 104: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/104.jpg)
CarPeopleMarketing.com
They need to go away or be put away or at least be moved away from your customers.
4. Be Faster & Better
![Page 105: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/105.jpg)
CarPeopleMarketing.com
Service Advisors talk customers into coming in, meet, greet, write up & upsell them –
4. Be Faster & Better
![Page 106: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/106.jpg)
CarPeopleMarketing.com
I just thinkService Advisors should cashier their own tickets.
4. Be Faster & Better
![Page 107: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/107.jpg)
CarPeopleMarketing.com
When they say theyare too busy to do that job... hire another one.
4. Be Faster & Better
![Page 108: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/108.jpg)
CarPeopleMarketing.com
You are in the Service Business...
4. Be Faster & Better
![Page 109: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/109.jpg)
CarPeopleMarketing.com
Step Up & Staff Up.
You can't grow your biz if you don't grow your staff.
4. Be Faster & Better
![Page 110: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/110.jpg)
CarPeopleMarketing.com
You have to beFaster & Better
![Page 111: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/111.jpg)
CarPeopleMarketing.com
5. You have to Show You Care.
![Page 112: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/112.jpg)
CarPeopleMarketing.com
They told us...they want to be reminded when their car is due for service...
5. Show You Care
![Page 113: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/113.jpg)
CarPeopleMarketing.com
they want to save money & they like to get coupons...
5. Show You Care
![Page 114: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/114.jpg)
CarPeopleMarketing.com
They want to be kept informed about the status of their vehicle – don't want to have to call you.
5. Show You Care
![Page 115: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/115.jpg)
CarPeopleMarketing.com
They want to trust you...
5. Show You Care
![Page 116: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/116.jpg)
CarPeopleMarketing.com
They want to know you aren't selling them services they don't need.
5. Show You Care
![Page 117: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/117.jpg)
CarPeopleMarketing.com
They want tofeel appreciated, be told thank you.
5. Show You Care
![Page 118: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/118.jpg)
CarPeopleMarketing.com
It's really this simple:Treat every customer like they were your mom.
5. Show You Care
![Page 119: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/119.jpg)
CarPeopleMarketing.com
Don't oversell, but don't undersell either.
Sell them what they need.
5. Show You Care
![Page 120: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/120.jpg)
CarPeopleMarketing.com
Sell Wiper Blades.- best retention tool- they need, make $- shows you care- shows quality later
5. Show You Care
![Page 121: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/121.jpg)
CarPeopleMarketing.com
Loyalty Club.- give them a reason- almost all have one- customers expect- spend & visit more
5. Show You Care
![Page 122: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/122.jpg)
CarPeopleMarketing.com
Do Active Delivery.- park the car- review invoice- remove covers, Wow- say thank you
5. Show You Care
![Page 123: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/123.jpg)
CarPeopleMarketing.com
You have to Show
You Care.
![Page 124: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/124.jpg)
CarPeopleMarketing.com
whyREASONS
![Page 125: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/125.jpg)
CarPeopleMarketing.com
1. Be Open More2. Answer the Phone3. More Competitive4. Faster & Better5. Show You Care
REASONSwhy
![Page 126: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/126.jpg)
CarPeopleMarketing.com
Today, you need every service customer you can get.
REASONSwhy
![Page 127: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/127.jpg)
CarPeopleMarketing.com
Service...- pays the bills- sells cars- is profitable
REASONSwhy
![Page 128: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/128.jpg)
CarPeopleMarketing.com
We need to...- listen to customers- give what they want- good enough isn't
REASONSwhy
![Page 129: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/129.jpg)
CarPeopleMarketing.com
It's easy to buy in.It's easy to agree.It's easy to get it.
REASONSwhy
![Page 130: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/130.jpg)
CarPeopleMarketing.com
The Challenge is when you GO BACK.
REASONSwhy
![Page 131: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/131.jpg)
CarPeopleMarketing.com
Service Managers...
REASONSwhy
![Page 132: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/132.jpg)
CarPeopleMarketing.com
GO BACK...- take control- know you run show- expectations chg'd- tail doesn't wag
REASONSwhy
![Page 133: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/133.jpg)
CarPeopleMarketing.com
GO BACK...- get fired up- out of office / drive- get engaged in biz- run svc like sales
REASONSwhy
![Page 134: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/134.jpg)
CarPeopleMarketing.com
GO BACK...- on a mission- give customers- what they want- never go anywhere
REASONSwhy
![Page 135: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/135.jpg)
CarPeopleMarketing.com
GO BACK...to Your Store and Run it Like You Really Own It!
REASONSwhy
![Page 136: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/136.jpg)
CarPeopleMarketing.com
Randy Johnson.I love the car business.I grew up in it.
REASONSwhy
![Page 137: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/137.jpg)
CarPeopleMarketing.com
![Page 138: Top 5 Reasons Your Service Customers Go Somewhere Else](https://reader037.vdocument.in/reader037/viewer/2022110309/55872f49d8b42a1f218b4618/html5/thumbnails/138.jpg)
CarPeopleMarketing.comCarPeopleMarketing.com