Blog | The Latest from Performance Admin Corp.

Make F&I Friendly, Not Frustrating

Posted by Rick Knight on June 7, 2017
If there are two aspects of car purchasing that customers generally dread, the first is stepping onto the car lot and being descended upon by a pushy salesperson who doesn’t listen to what they ...

Topics: CX, F&I, Sales Process

How to Show Your Customers the Benefits of Complimentary Maintenance

Posted by Rick Knight on October 18, 2016
Build Lasting Relationships That Keep Customers Coming Back By now you know that Complimentary Maintenance isn't about selling the first car, it's about building long-term relationships via service ...

Topics: Complimentary Maintenance, Relationship Building, CX

The Impact of Social Media on Vehicle (and Dealership) Brand Loyalty

Posted by Rick Knight on September 20, 2016
It's All About Social Media In the past, when someone was looking to buy a car they'd simply go to the dealership and talk with a salesperson. Or they'd subscribe to a service like Consumer Reports ...

Topics: Automotive Marketing, Social Media, CX, Dealership Loyalty

What Makes a Great Complimentary Maintenance Program?

Posted by Rick Knight on August 16, 2016
When it comes to a disheveled desk or the amount of time we spend staring at our devices, less is more. But when it comes to incentives to our customers — those little perks that keep them happy, ...

Topics: Complimentary Maintenance, Profitability, CX, Relationship Building

Loyal Customers: Who and Where Are They?

Posted by Rick Knight on August 2, 2016
Customer satisfaction is great and it's something we all should strive for. But customer satisfaction just shows you how much people like you and the goods and services you provided them. Again, we ...

Topics: Automotive Customer Retention, Relationship Building, Dealership Loyalty, CX

Future Growth and Prosperity Relies on Positive Customer Experiences

Posted by Rick Knight on May 26, 2016
Customer experience is the lifeline of your business. The worst thing a dealership can do is institute a customer retention program — such as a Certified Maintenance® Complimentary Maintenance ...

Topics: Automotive Customer Retention, Complimentary Maintenance, CX, Pay Plans, Retention Strategy

Is Your Maintenance Program Working as a Customer Retention Program?

Posted by Rick Knight on May 24, 2016
Over the course of this series on Service Department Pay Plans, we’ve discussed how a Complimentary Maintenance Program is not compatible with old legacy pay plan structures. Plus, we've shared how ...

Topics: Automotive Customer Retention, Complimentary Maintenance, Pay Plans, Retention Strategy, CX

Customer Retention: 7 Reasons Dealership Visitors Don't Come Back

Posted by Rick Knight on April 12, 2016
The Difference Between Failure and Success We never forget the ones that got away. Yes, we welcome new customers to our dealerships with open arms, yet it stings when prospective car-buyers take ...

Topics: Automotive Customer Retention, Retention Strategy, Lost Opportunities, CX, Service Traffic

Customer Retention Made Easier: How to Create a Service-Driven Experience

Posted by Rick Knight on February 23, 2016
The Role Your Service Department Should Play in the Car-Buying Experience The more things change, the more they stay the same. As the retail automotive industry continues to evolve, sometimes change ...

Topics: Automotive Customer Retention, Retention Strategy, CX, Sales Process, Relationship Building