Richard Holland's Blog – January 2015 Archive (3)

Is Going Above & Beyond Really the Path to Customer Loyalty?

Most executives believe that providing an excellent customer experience will increase customer loyalty. Many companies are known for it and stand out as examples of how to win business and loyalty – Nordstrom, Zappos and Apple come to mind. While providing an excellent customer experience is certainly more likely to increase a loyal customer base than providing a poor one,…

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Added by Richard Holland on January 29, 2015 at 10:02am — No Comments

Time Isn’t of the Essence

Imagine a customer that is in for a routine oil change at your dealership. As part of the complimentary inspection your store provides, it is discovered that the vehicle’s brake pads are severely worn and it would be unsafe to continue driving the vehicle much longer without replacement.  The service advisor brings this to the customer’s attention. Rather than making the…

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Added by Richard Holland on January 15, 2015 at 8:49am — 2 Comments

Will Service Technicians Need Computer Development Skills Soon?

Each year OEMs add more and more advanced technology to their vehicles. As a result, the skill set demanded of today’s technician has transitioned from one that is purely mechanical, into one that is more technology-based. Up until now, technicians have had access to master techs at their respective manufacturers to help diagnose and repair vehicles, and that was enough.…

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Added by Richard Holland on January 8, 2015 at 8:30am — No Comments

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