Fixed Ops Journal - December 2017 - 40
FIXED OPS JOURNAL
FEEDBACK
Infiniti, Nissan stores stand out
in scheduling first service visits
N
obody does it better than Infiniti and Nissan.
Consultants urge dealerships to schedule the first service visit before a new-vehicle owner or leaseholder
leaves the store, as a way to build loyalty and retain service business.
But an online survey of consumers last month found that while 36
percent had their first service visit set before they hit the road, an
equal 36 percent did not. The other 28 percent said they couldn't
remember.
In contrast to that lukewarm showing, half of respondents who
had visited an Infiniti dealership said their first service appointment was scheduled before they left the building. And 49 percent of
Nissan customers said the same.
At the other end of the spectrum, just 22 percent of Jaguar Land Rover customers said they had a service appointment scheduled before
they drove off. Among BMW customers, the share was 28 percent.
This table shows how various brands with at least 100 responses
stack up on first-visit scheduling.
- James B. Treece
See you soon
Q. When you bought or leased your most recent vehicle, did the
dealership schedule your first service appointment before you left the
building?
Infiniti
Nissan
Subaru
Toyota
Mazda
Mitsubishi
Cadillac
Lincoln
Hyundai
Kia
VW
Volvo
YES
NO
50%
49
45
43
43
43
41
41
40
40
40
39
28% 23%
27
24
28
27
31
26
32
25
32
25
37
23
39
20
33
27
35
25
35
26
38
23
DON'T REMEMBER
Note: Figures may not add to 100 percent
because of rounding.
Source: DealerRater survey conducted
Nov. 22-29; 16,702 responses
Ford
Industry avg.
Acura
Chevrolet
Chrysler-DodgeJeep-Ram
Audi
Buick-GMC
Mercedes-Benz
Lexus
Honda
BMW
JaguarLand Rover
37
36
34
33
36
36
35
39
27
28
31
28
32
31
31
31
30
29
28
40
39
40
34
38
40
43
28
29
29
35
32
31
29
22
41
36
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Table of Contents for the Digital Edition of Fixed Ops Journal - December 2017
Fixed Ops Journal - December 2017
Contents
Editor’s Letter
Service Counter
Legal Lane
Big verdict
Ho-ho-ho
Battery charge
Price is right
Tomorrow’s techs
Selling accessories
SEMA dreams
To the rescue
Profit Builder
Richard Truett
On the line
Letters
Real time
Feedback
After hours
Efficiency expert
Longer lasting
Shop Talk
Five Minutes With
Fixed in Time
Fixed Ops Journal - December 2017 - Intro
Fixed Ops Journal - December 2017 - Fixed Ops Journal - December 2017
Fixed Ops Journal - December 2017 - Cover2
Fixed Ops Journal - December 2017 - Contents
Fixed Ops Journal - December 2017 - Editor’s Letter
Fixed Ops Journal - December 2017 - 5
Fixed Ops Journal - December 2017 - Service Counter
Fixed Ops Journal - December 2017 - 7
Fixed Ops Journal - December 2017 - Legal Lane
Fixed Ops Journal - December 2017 - Big verdict
Fixed Ops Journal - December 2017 - 10
Fixed Ops Journal - December 2017 - 11
Fixed Ops Journal - December 2017 - Ho-ho-ho
Fixed Ops Journal - December 2017 - 13
Fixed Ops Journal - December 2017 - Battery charge
Fixed Ops Journal - December 2017 - 15
Fixed Ops Journal - December 2017 - 16
Fixed Ops Journal - December 2017 - 17
Fixed Ops Journal - December 2017 - 18
Fixed Ops Journal - December 2017 - 19
Fixed Ops Journal - December 2017 - 20
Fixed Ops Journal - December 2017 - 21
Fixed Ops Journal - December 2017 - Price is right
Fixed Ops Journal - December 2017 - 23
Fixed Ops Journal - December 2017 - Tomorrow’s techs
Fixed Ops Journal - December 2017 - 25
Fixed Ops Journal - December 2017 - 26
Fixed Ops Journal - December 2017 - 27
Fixed Ops Journal - December 2017 - Selling accessories
Fixed Ops Journal - December 2017 - 29
Fixed Ops Journal - December 2017 - SEMA dreams
Fixed Ops Journal - December 2017 - 31
Fixed Ops Journal - December 2017 - To the rescue
Fixed Ops Journal - December 2017 - 33
Fixed Ops Journal - December 2017 - Profit Builder
Fixed Ops Journal - December 2017 - Richard Truett
Fixed Ops Journal - December 2017 - On the line
Fixed Ops Journal - December 2017 - Letters
Fixed Ops Journal - December 2017 - Real time
Fixed Ops Journal - December 2017 - 39
Fixed Ops Journal - December 2017 - Feedback
Fixed Ops Journal - December 2017 - After hours
Fixed Ops Journal - December 2017 - Efficiency expert
Fixed Ops Journal - December 2017 - Longer lasting
Fixed Ops Journal - December 2017 - Shop Talk
Fixed Ops Journal - December 2017 - Five Minutes With
Fixed Ops Journal - December 2017 - Fixed in Time
Fixed Ops Journal - December 2017 - Cover3
Fixed Ops Journal - December 2017 - Cover4
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