The Role of Customer Service in Driving Repeat Business to Your Dealership.
In the automotive industry, the quality of customer service can be the deciding factor between a one-time transaction and a lifelong customer relationship. For many dealerships, the focus tends to be on sales volume and closing deals. While that’s understandable, the key to long-term success lies in the ability to bring those same customers back through your doors again and again.
So, how do you ensure your customers keep coming back? The answer is simple: exceptional customer service.
Why Customer Service Matters More Than Ever
In today's highly competitive automotive market, car buyers have more options than ever before. With online car-buying platforms and a vast array of dealerships to choose from, providing excellent service is no longer a "nice-to-have"—it’s a must-have. A customer who feels valued and heard will be more likely to return, not just for their next vehicle, but for regular maintenance, service, and any other automotive needs they have.
But this level of service doesn’t just happen. It requires a dedicated approach to meeting the needs of each customer—before, during, and after the sale. And when your dealership nails this, the rewards can be immense.
The Link Between Service and Repeat Business
Think about the last time you had a great experience as a customer. Chances are, the interaction left you with a positive impression, making you more inclined to return in the future. Automotive customers are no different. In fact, because buying a car is such a significant investment, customers tend to have high expectations. If you exceed those expectations, you’ll earn their loyalty.
On the other hand, poor customer service can have the opposite effect. Dealerships that fail to respond to customer inquiries promptly or neglect complaints could lose customers to competitors. Worse still, those customers may share their negative experiences online, damaging your dealership’s reputation in the process.
The bottom line is that great customer service isn’t just a feel-good strategy—it directly drives repeat business. This has been proven time and time again in dealerships we’ve worked with.
Personal Experience: How One Dealership Turned Complaints into Loyalty
I once worked with a dealership that was struggling with customer retention. Their service department was highly skilled, and their salespeople were closing deals, but they were seeing few repeat customers. The issue? Poor communication and unresolved customer complaints.
Customers were frustrated by long hold times when they called in and a lack of follow-up after service visits. This dealership was losing customers to nearby competitors who simply responded faster.
We helped them implement a dedicated customer service strategy that focused on quick, proactive communication. They began following up with customers after every service, asking for feedback and ensuring all concerns were addressed before they left the lot. Over the course of a year, their repeat business increased by nearly 40%. Those customers not only returned for service but also bought their next vehicles from the same dealership.
How Customer Service Builds Long-Term Trust
Every dealership wants to sell more cars, but focusing solely on the sale without considering the post-sale experience is a short-sighted strategy. After the transaction, customers often have questions or need additional services. If your dealership is responsive and helpful in these moments, you build trust—one of the most critical elements of a long-term customer relationship.
A customer who trusts your dealership will come back for more than just cars. They’ll return for oil changes, tire rotations, and every other automotive need they have. They’ll recommend your dealership to friends and family. They’ll leave positive reviews online, attracting more potential customers to your doors.
The Biggest Hurdle: Time and Focus
Many dealerships understand the importance of customer service but struggle to keep up with the demands. Your salespeople are focused on selling cars, and your service team is busy keeping up with maintenance requests. There just isn’t enough time in the day to handle every customer inquiry, follow-up, or complaint promptly.
This is where the cracks start to show. Unanswered calls, delayed responses, and unresolved complaints can lead to frustration and, ultimately, lost business. Over time, this results in fewer repeat customers and a tarnished reputation.
How 10x Customer Service Can Help
At 10x Customer Service, we understand the unique challenges that dealerships face in maintaining exceptional customer service. Our trained professionals specialize in taking the customer service burden off your management team’s plate so they can focus on what they do best—selling cars and servicing vehicles.
We handle everything from answering inquiries to resolving complaints, ensuring your customers always feel valued and heard. We even follow up with customers after service appointments to gather feedback, address any issues, and ensure they are fully satisfied.
By partnering with us, dealerships can rest assured that their customers are in good hands. This not only improves customer satisfaction but also drives repeat business, allowing your dealership to thrive in the long term.
Let us handle your customer service, and watch as your repeat business—and your bottom line—start to grow.
Learn more about how 10x Customer Service can support your dealership by visiting www.10xcustomerservice.com.