Rates are up and still climbing. People are considering keeping their vehicles and those vehicles are getting older

AVG vehicle age crossed 12 years for the first time ever according to S&P Mobility. This was accelerated by COVID

20% increase in leaseholders deciding to buy off lease from 2019-2022 (Todays email citing CNBC/Cox

Avg mileage

The importance of first impressions

The hospitality effect: expecting to be taken care of or expecting it to be a challenge from the first contact

CallRevu data points:

An average dealership received over 500 monthly service calls alone

38% of calls are going unanswered – due to being abandoned, mishandled or sent to voicemail

The importance of first impressions setting the expectation

The hospitality effect: expecting to be taken care of or expecting it to be a challenge from the first contact

The best hospitality operators are those who prioritize ‘ownership’

Making sure someone is accountable for every guest and having the ability and authority to solve a problem: Nordstrom, Ritz Carlton, Disney

Importance of fixed ops and profitability

Majority of reviews come through the service lane