Are you at risk of losing 82% of your customers to independent service shops? Recent research suggests most franchised new car dealers are. In this episode of Service Drive Revolution, Chris and Gary use “the fat kid analogy” from the best-selling novel: The Goal: A Process of Ongoing Improvement, by Eliyahu M. Goldratt to shed light on how to increase dealership CSI, the customer experience and build lasting relationships with customers who don’t stray from your service department.

Along the way you’ll pick some do’s and don’ts of dealing with technicians, uncover who wins the battle between paper inspection vs digital inspection, discover a little known service department secret weapon that’s proven to more than double customer pay sales and ensure customer retention, and find out how simply standing around can increase service drive efficiency — from the automotive industries #1 go-to guys for Fixed Operations; Chris Collins and Gary Daniel