Used Cars: The Reason 50% Of Your Customers Aren’t Coming Back

That’s a massive blind spot and a massive loss in potential fixed ops revenue.

Shane Wilson, President of Connected Dealer Services , says it bluntly: “Most used buyers just disappear. Dealers have no data on them and no way to re-engage.”

The result? Those customers spend years maintaining their cars elsewhere… and buying their next vehicle from someone else.

Why Used Car Retention is So Low

• No follow-up system. Most used buyers leave without a retention plan or connected data.
  

• Perception problem. Customers often assume dealers are “too expensive” for service and head straight to independents.
  

• Lack of data. Dealers rarely know when a used car customer actually needs service, so they miss the perfect outreach moment.

The reality: if you’re not in front of used car buyers right after the sale, you’ve already lost them.

The Real Cost

This isn’t just about a couple of missed oil changes. Each lost used car customer represents:

• Years of missed service revenue.

• Lost future trade-ins.

• A likely sale for your competitor.

Given that 50% of most franchise sales are used vehicles, this is a profit leak you can’t afford to ignore.

How Connected Dealer Services Helps

CDS’s Car RX system bridges the gap by:

• Installing connected tech in every vehicle,  new and used, before delivery.

• Tracking real-time mileage, trouble codes, and vehicle health after the sale.

• Alerting the dealer and customer when service is needed, not months later.

• Making it easy for customers to book with your service lane in just a few clicks.

By extending connected car capabilities to used buyers, dealers turn “one-and-done” sales into multi-year service and sales relationships.

How Dealers Can Start Solving This Today

You don’t need to overhaul your entire process to fix used car retention. Here’s where to begin:

1. Treat Used Like New

• Give every used car customer a clear service plan and onboarding into your communication system.

• Offer them the same connected tracking and alerts as new buyers.

2. Capture Service Opportunities Immediately

• The first 90 days after sale are critical. Make sure your team reaches out with service reminders based on actual vehicle data.

• Target early wear items like batteries and tires to drive initial visits.

3. Position Service as a Value, Not a Cost

• Highlight dealership advantages like OEM-trained techs, warranty work, and transparent pricing.

• Use trust-building moments, such as proactive check engine light notifications, to change perceptions.

Bottom Line

Used car buyers don’t have to vanish from your service lane. With the right tools and outreach, they can become loyal fixed ops customers  and future sales wins.

Half your business shouldn’t be walking out the door forever. Start keeping your used buyers today.