Episode 88: Real Men of Genius: Mr. 10:06 On A Saturday Night Thank-You – Fixed Ops Focus with Dave Rogers and Steve Shaw
In Episode 88 of Fixed Ops Focus, Steve Shaw and Dave Rogers get back on their favorite soapbox — customer retention — and Steve opens with a “you can’t make this up” story: a sales manager at a CDJR store called him at 10:06 on a Saturday night… to tell him what a great job he did buying a car two weeks earlier. It takes a special kind of genius to reach for the phone at that hour. Here’s to you, sir.
From there, Steve and Dave dig into the real issue underneath the punchline: why customer retention has quietly deteriorated over the last decade, and what it actually takes to bring people back. They break down extended service contracts, warranties for life, extended warranties, engines for life, and the other tools a dealer can use to keep customers for the long haul — done the right way, so they build loyalty instead of friction.
If you want to keep the customers you already worked so hard to earn, this one’s for you.
In this episode:
- The 10:06 PM Saturday-night “thank you” call — a Real Men of Genius moment
- Why customer retention has deteriorated over the years
- Extended service contracts as a retention tool
- Warranties for life & extended warranties
- Engines for life
- Other ways a dealer can retain customers for the long haul
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