In January 2017, NADA (National Auto Dealers Association) launched an information website to educate the public about car dealers’ role and describe their economic impact. The Nada Dealer Academy keeps up with trends in technology, strategies for communication, and the changes in what customers expect from dealers so that dealerships can provide appropriate services. Too often, dealerships miss a great source of revenue. But, with professional training, Service Advisors and Parts teams at dealerships can develop into specialists who will retain customers. This training will allow dealerships to optimize the potential of their service departments.
The Nada Dealer Academy offers five methods for dealerships to increase their net profits in customer service:
1. Increase gross profit margins for parts sales and labor.
2. Increase sales per repair order.
3. Increase the repair order count.
4. Call “no show” and make “Reminder” calls.
5. Call Customers with special-order parts to secure an appointment for the repair.
Dealerships that want more repair orders can offer same-day service or next-day service since local shops often have few mechanics or are backed up with their orders. With the same-day service, customers will appreciate the return of their vehicles in such a timely manner. Frequently, the reason that those customers who fail to come for their appointments is that they have forgotten. If they are called to reschedule, most of these customers appreciate the call and make another appointment. Giving customers a reminder call the day before is also a good idea.
