Klein Honda’s Investments Have Meant More Service Business

iPad in car service

Klein Hon­da, based near Seat­tle in Everett, Wash., is gain­ing busi­ness from going in the oppo­site direc­tion of a lot of oth­er deal­ers – adver­tis­ing its “no appoint­ment nec­es­sary” phi­los­o­phy.

  • Mar­ket­ing this mes­sage brought in 800 more cus­tomers per month, bring­ing the totals for the ser­vice depart­ment to 2,200 to 2,400 cus­tomers com­ing in per month. The deal­er­ship says it’s the only one in the Seat­tle metro area to post gains in ser­vice busi­ness recent­ly.
  • Klein Honda’s post­ed prices met or beat the com­pe­ti­tion in most cas­es, and they’re per­sis­tent in doing their mar­ket research on it.
  • Klein Hon­da own­er Steve Klein cred­its his son Rory for car­ry­ing the mes­sage and expand­ing the ser­vice depart­ment over­all.
  • Part of adopt­ing that strat­e­gy has meant remod­el­ing its ser­vice depart­ment for the sec­ond time in two years to speed up the customer’s ser­vice expe­ri­ence.
  • Each ser­vice cus­tomers also gets a per­son­al­ized mul­ti­point vehi­cle inspec­tion that shows main­te­nance needs, explains need­ed repairs, and the cost.


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