In a recent Forbes study, it was again confirmed that it can cost a business up to five times more to acquire new customers, as opposed to retaining the ones you have.
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It is startling to see that 44% of businesses still have a greater focus on getting new customers versus 18% that focus on keeping them. Research done by Frederick Reichheld of Bain & Company in fact shows that by increasing customer retention rates by 5%, it increases profits by 25% to 95%.
The Directors at Secunda BMW understand this concept fully and recently celebrated one of their favourite and most loyal customers, local attorney Evert Underhay, who has purchased no fewer than 15 cars from them since 1993.
According to Jacques van der Westhuizen, Dealer Principal and co-owner of Secunda BMW, providing customer service to a buyer on the day of purchase, with some aftersales follow-up and ensuring good service at the workshop are basic rules.
“However, to make sure we keep our customers coming back, we just love giving them the best interaction with us that we can… every.single.time,” he emphasises. “It doesn’t matter if they call any of our employees on a Monday morning first thing, or on a Friday afternoon after we have closed, we always treat them as friends, because that is what they have become.”
Underhay concurs, stating that he cannot fathom being disloyal to Van der Westhuizen and the BMW team. “Just the idea of buying a car from another dealer gives me an anxiety attack,” he told Dealerfloor. “I am a super BMW supporter, had the opportunity to visit the BMW museum in Munich, and I have owned a variety of models over the years, but I can say with all honesty that it is the treatment I receive at Secunda BMW and from Jacques that keeps me coming back.”
With more than two decades of experience in the automotive retail sector and 11 years in the banking sector, Riyaaz Slarmie, Dealer Principal at GWM and BYD in Woodmead, is a go-getter driven by a genuine passion for people and success.
Great Wall Motor Company is kicking off the new year with its long-awaited new model, the GWM Haval H7. The new model will join the existing Haval range consisting of the Jolion, Haval H6 and the Haval H6 GT.
The 15th edition of the annual Simola Hillclimb is set to roar into action from 1 to 4 May 2025, but just two weeks remain for aspiring competitors to submit their entry applications with the closing date set for 31 January.
With more than two decades of experience in the automotive retail sector and 11 years in the banking sector, Riyaaz Slarmie, Dealer Principal at GWM and BYD in Woodmead, is a go-getter driven by a genuine passion for people and success.
A star is born, and he is in the Foton stable of CMH’s Randburg dealership. His name is Wayne Bull, big in stature, soft spoken with a passion for customers and his product.
Serious damage was caused to Westvaal Motor Group’s Isuzu and Suzuki dealership in Welkom when a tornado hit the town this past Sunday shortly after midday. The estimated damage to the dealership could exceed a million rand.