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Sending Customers back to the Dealer? Beware…


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Sending Customers back to the Dealer? Beware…

 

From time to time after diagnosing a problem, you find that your customer’s vehicle is under factory warranty. Being the honest shop owner, you refer your customer back to the dealership to have the problem repaired at no charge under the factory warranty. Sound familiar?

 

Being honest with your customer is no doubt the right thing to do. However, sending them on the way to go back to the dealer may not be in your best interest or your customer’s best interest.

 

The new car dealer is in direct competition with you and wants your customers. That’s business. I don’t mind fair and open competition, but I would think twice about sending your customers back to the dealer, if at all possible.

 

What I recommend is that you make all the arrangements with the dealer and bring the car to the dealer yourself. Don’t give the dealer the opportunity to market to your customers. Plus, this added value service you are providing to the customer is priceless and will help to cement your relationship with the customer.

 

I know for some shops, this may not be practical due the distance. I would still urge you be part of the warranty/repair process, calling the dealership service manager and discussing the problem. Be the liaison, it’s your customer.

 

The recent economic climate has consumers questioning the value they are getting from all service sectors. Price is a big issue today. Whatever you can do that takes price out of the picture and replaces it with outstanding service by going the extra mile, above and beyond the norm will greatly help your business.

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