Winning Back Vehicle Owners Why the Service Experience Is the Product By Sean Reyes, Chief Marketing Officer, Armatus Dealer Uplift For about a century, franchised dealerships enjoyed a built-in advantage in service. They sold the vehicle, knew its history, employed factory-trained technicians, used only factory parts and had direct access to the manufacturer. For many vehicle owners, returning to the dealership for service was simply what you did. That assumption is disappearing. Today’s vehicle owner has more choices, more information and considerably less patience. Independent repair shops, national chains, tire retailers, mobile technicians and direct-to-consumer automakers have all redefined service convenience. At the same time, consumers can research a repair, compare prices, read reviews and even use artificial intelligence to decide where to take their vehicle before ever speaking with a service advisor. 24
RkJQdWJsaXNoZXIy MTg3NDExNQ==