Volvo Service Discounts:Rewarding Customer Loyalty With Coupons
If you are looking at the repair bill and your face is all twisted up like you just ate something nasty, that is not good, at all. We want a win/win solution, not we win and you lose preposition.
We all know economic times are hard, and your looking for businesses to cut you some slack. All you have to do is ask for a deal because prices are not set in cement.
I smile when a customer calls to ask if he/she can use a coupon from one of competitors. Ask for a coupon or discount, so that I can refer you to the company website, where you can go online and print out all the coupons you need.
Another strategy you can use if you are still not satisfied with the coupons is to haggle, especially for a big job. For example If you have a check engine light illuminated in your dash, you can ask to have the diagnostic fee of $112 waived if you elect to have the repair done ASAP (as soon as possible). Most customers don’t even ask, big mistake.
For you, our regular customer, this is a no brainer because we want to reward your customer loyalty. So we send you coupons in the mail or email and automatically give you discounts without you even asking for it . We want you walking out the door with a big smile on your face.
Like any other business, 80% of our business is generated by 20% of our customers. Most customers tend not to be loyal, as they frequently switch from one Volvo dealership to another.
I didn’t know this for a fact until recently when a new Service Advisor switched from Darcars Volvo to our Dealership. Right off the bat there was a reunion of sorts when he started recognizing some of his customers from Darcars and they in turn were surprised to see him. Some of his customers from Darcars followed him to our dealership because of the great relationship he had built with them. And soon enough, his best technicians followed and joined his service team.
When you keep jumping ship, from one service center to another, otherwise known as “shopping”. What happens is that technicians who are not familiar with the history of your vehicle repairs will find everything that is wrong with the car and make recommendations for fixing them to the service advisor. But when you are a regular customer, your service advisor will let you know what needs to be taken care of immediately and what you could fix at a later date. This way your repair bill is broken into bite size portions that you can comfortably afford to chew on and swallow. The other path of one lump sum leads to indigestion and acid reflux. Your choice.
What I have learned about this business is that it’s not just about just fixing or repairing cars, but more about building personal relationships, one Volvo at a time.
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