Retaining and Growing Loyal Service Customers in a Down Economy
By John Shamonsky

Service Director
Herson's Honda
Rockville, MD

How many of your customers go somewhere else for service?
Learn how changing your fixed operations strategy can stop service customers from defecting to the independents and increase loyalty. John Shamonsky will show you how his dealership prioritized customer retention, focused on the customer complaint rather than the upsell, and transitioned to a profitable factory maintenance model. These changes helped Herson dramatically increase service volume and improve service retention to more than double the industry standard.

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John Shamonsky Patrick McKinley Shaun Kniffin Kevin Houghtaling