Why Dealers Should Be In Express Service, from NCM Institute.
Dealers know you must provide fast, convenient, and competitively-priced service in order to retain your customer base. They also know that oil changes and light maintenance are the most requested service items by customers. Knowing this, why do dealers continually fight express service?
I’ve heard all the excuses: it hurts my hours per repair order; it hurts my gross profit percentage; it hurts my effective labor rate; I can’t make any money in express service; the list goes on and on. Shouldn’t we think about it differently?
Isn’t it logical that if a customer comes to you for express services, you will have an advantage to getting the remainder of their maintenance and repair work? Customers generally do business with people they trust. If you start to grow that relationship from day one, when the only things that are needed are express-types of items, won’t you have the trust of the customer when the “real” repairs come into play?
