---
title: Key Tips for Increased Customer Retention for Dealerships
description: Customer retention is vital to growing a dealership's business and profits. When a customer remains loyal throughout the life of a vehicle, it's a sign...
---

[Vanguard Dealer Services Blog](https://blog.vanguarddealerservices.com)

# [Key Tips for Increased Customer Retention for Dealerships](https://blog.vanguarddealerservices.com/key-tips-for-increased-customer-retention-for-dealerships)

 Written by [Vanguard Dealer Services](https://blog.vanguarddealerservices.com/author/vanguard-dealer-services) | Jun 29, 2020, 1:30:00 PM

Customer retention is vital to growing a dealership's business and profits. When a customer remains loyal throughout the life of a vehicle, it's a sign they trust a dealership.

It's the trust that is the initial factor in selling a vehicle. How does a dealership build trust with a new customer? A salesperson is the first contact a customer meets, but every department must strive to offer exceptional [customer service](https://www.cbtnews.com/8-customer-service-experiences-that-could-improve-dealership-sales/) with a lasting first impression to retain customer loyalty.

**The First Impression is Critical**  
The primary goal is to create an unforgettable experience for every customer, starting with the sales department. When it comes to sales, the first impression a customer has can be the driving factor in making a sale. Being upbeat and ready to offer excellent customer service is vital to making that great first impression.

More and more customers spend a lot of time researching their next vehicle purchase online, so they most likely come prepared with questions. [HubSpot](https://blog.hubspot.com/sales/how-to-be-a-good-car-salesperson) offers valuable tips to become a good car salesperson.

• After a welcoming introduction, establish what brings a customer to the dealership.   
   -Does the customer already have a vehicle in mind?  
   -Does the customer want to know what options are available to them?  
• Be prepared to answer questions or ask the questions that will help you better understand the customer.  
• Make the process as easy as possible, especially the transition over to F&I.   
   -Be sure you gather the information to help F&I efficiently work with the customer.  
• At some point, make time for the customer to meet a service point person for future maintenance and repairs.

Follow-Up is Key After a Purchase  
After a customer purchases a vehicle, follow-up is imperative. Call to find out how the customer is doing with their recent purchase.

• Remind them about your service center, and be sure they received a service coupon book, if applicable.  
• Share information about any sales or specials coming up soon.   
• Be sure to offer appreciation for their business.

Request Customer Feedback  
Customer feedback is valuable for a dealership to improve its processes.   
• Give a customer different channels for sharing feedback.   
Include a form in the customer's paperwork and take time to tell the customer their opinion matters.   
   -Send a follow-up email, thanking the customer for their business, and include a link to complete a questionnaire.  
• Respond to negative and positive feedback. It shows a customer your dealership does care.  
• Use customer feedback for dealership meetings to know what is working and what needs improvement.

If you're interested in improving your customer retention, the team at [Vanguard Dealer Services](https://www.vanguarddealerservices.com/about-vanguard-dealer-services/) will work with you to customize a maintenance and customer contact program.

[View full post](https://blog.vanguarddealerservices.com/key-tips-for-increased-customer-retention-for-dealerships)

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