As the industry continues to change, retention has to become your biggest focus. Customers are looking for honesty, integrity, transparency, professionalism, knowledge, and respect. Social media has created a whole new layer of CSI that is even more dangerous than the manufacturers. If you continue to be driven by the all mighty dollar bill you are going to struggle. You may make an few extra bucks on this visit but what's the trade off? Lose the customer for ever? Change before it's to late. Make retention the holy grail! Service Managers, make your team customer experience managers. Empower them to make good decisions and hold them accountable. #retention #automotive #cars #dealership #servicedepartment #serviceadvisor #tech #technician #servicemanager #carbiz #carbusiness #fixedops #mechanic #gmc #chevy #ford #mazda #subaru #kia #hyundai #infiniti #cdjr #ram #dodge #chrysler #nissan (at San Jose, California)