Tom Cannata's Blog (4)

FCA MOPAR Parts & Service Conference Recap: A Bumper Crop of Pent Up Interest

Going a bit astray from the normal blog of what we can do to change and improve our current processes and offerings in the automotive industry, I’d like to touch on something broader.

 

I recently participated in a customer service loyalty conference – the FCA MOPAR Parts & Service Conference – and it was wonderful as I watched a sales through service…

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Added by Tom Cannata on October 21, 2016 at 8:40am — No Comments

Sales and Service Disconnects: Back to the Basics

It wasn’t too long ago that a mandatory part of the delivery process included the salesperson walking the customer into service, introducing them to a service advisor and helping to begin that relationship between the customer and the service department. Even now it’s a critical question on many manufacturer CSI sales surveys.

 

But I find that these days many…

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Added by Tom Cannata on September 15, 2016 at 9:02am — No Comments

Quick Lube: A Minor Investment for a Huge Return

In the past, customers were willing to bring their vehicle into a service department and wait patiently. However, with the rise of convenience and the promise of speed in the form of express independent chains such as Jiffy Lube, regular service customers began forsaking the dealership and started defecting to these chains. Manufacturers took notice and started initiatives…

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Added by Tom Cannata on August 29, 2016 at 10:08am — No Comments

The Long Arm of Loyalty

In the decades I’ve been in the automotive industry, I’ve rarely seen a dealerships compete on anything other than price.  After all, it’s pretty easy to compare pricing, especially with the advent of the internet.  Today, more than ever, the consumer has the ability to shop faster, further and with all the tools that strip leverage away from the dealership.  Frankly, we’ve…

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Added by Tom Cannata on February 4, 2016 at 9:05am — 2 Comments

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