Auto Collabs: Variable Ops Are Hunters, Fixed Ops Are Gatherers

Cultivate loyal customers by turning your service drive into fertile ground with Nick Shaffer’s farming strategies.

In this episode, the hosts welcome Nick Shaffer, the VP of Sales at TVI-MarketPro3, to discuss innovative approaches to improving customer retention. Shaffer, who recently moved from Northern California to Houston, brings a wealth of experience from his extensive career in automotive retail, particularly in fixed operations. The conversation delves into the importance of shifting focus from customer satisfaction to customer retention, likening the process to farming rather than hunting. Shaffer emphasizes the necessity of a cohesive effort across departments and the value of establishing a robust handoff from sales to service.

The discussion highlights the groundbreaking approach of integrating mobile service drives into the customer experience. Shaffer shares a compelling story of a Ford dealership that effectively markets its mobile service by displaying it live in the service drive, providing customers a tangible and reassuring experience. This fundamental yet radical approach has proven successful in retaining clients by making the service process transparent and convenient.

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