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.
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.”
General Motors has patented innovative technology that could transform how families approach one of their most difficult conversations: when an elderly relative should stop driving.
Electric vehicles are older than many people realise. In the late nineteenth century, battery electric cars were common in cities because they were quiet, clean and easy to drive compared to petrol cars that needed hand cranking.
Toyota South Africa Motors (TSAM) announced the introduction of the Toyota Hiace PWD (Persons with Disabilities) model, a people-mover that puts accessibility at the heart of mobility.
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You can't buy happiness but you can buy cars and that's kind of the same thing.
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DFSK hit the road in the Eastern Cape recently with the official opening of the East London DFSK dealership on 6 September.
Chery had a busy time over the last couple of weeks. Not only did it pull off a unique crash test with two Chery Tiggo 9s, the first of its kind locally, but it also awarded its top performing dealers during its national dealer conference held at Nasrec.
Hyundai Motor Group has officially announced Hyundai Pinetown as one of Global Top 100 Dealers of the Year, recognising the dealership’s remarkable performance, customer-centric innovation and market leadership in a highly competitive industry.
