The repair shop can make a big difference in the way a customer views a dealership - and a brand.
Lexus and Mini are the brands most likely to satisfy customers – at least those owners who take their vehicles in for service, reports J.D. Power and Associates.
While its conventional wisdom that consumers will be heavily pressed to make unnecessary repairs by greedy dealers, the 2011 Customer Service Index reveals that very few owners actually face “upsell” pressure from dealers who want to perform unnecessary repairs.
Only 7% of customers faced such pressures, according to Power’s survey of nearly 100,000 owners and lessees of 2006 through 2010 model-year vehicles. But the report reveals that the older the vehicle the more likely an owner is to face upselling. And, in some cases, that’s not necessarily a bad thing, reports Power.
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Suggesting additional service work can actually benefit both customers and dealerships,” according to Jon Osborn, Power’s research director, because “customers may prolong the life of their vehicle while service facilities may gain additional revenue.”
Nonetheless, he stressed that dealers need to properly train their staff to suggest additional work only when it is truly necessary – and not to make customers feel unduly pressured.