Customer Service Key to Customer Retention - March 31, 2009

In these days of declin­ing sales many deal­ers are strug­gling to stay open. Many are liv­ing on war­ran­ty work to keep the doors open. But what hap­pens to the ser­vice cus­tomer at the end of the war­ran­ty? Many migrate to inde­pen­dent shops; oth­ers remain loy­al to their fran­chised deal­er. Cus­tomer ser­vice dur­ing the war­ran­ty peri­od has a lot to do with the customer’s deci­sion.

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