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.”
MISA, the Motor Industry Staff Association (MISA), welcomes Chery’s investment in South Africa with the acquisition of Nissan’s historic production plant in Rosslyn, Pretoria, which will offer employment to the majority of Nissan’s affected employees.
Nissan has revealed key details of the all new Nissan Tekton, a compact SUV that will form the centrepiece of the brand’s upcoming product rollout and is expected to arrive in South Africa during 2026.
Range anxiety, a “chronic illness” most electric vehicle drivers experience, has been turned on its head by Volvo with its latest EX60 range.
Advertisement
Advertisement
You can't buy happiness but you can buy cars and that's kind of the same thing.
Unknown
Hyundai Automotive South Africa has officially opened its Hyundai Sandton City dealership at 183 Rivonia Road in Sandton, Africa’s most influential business district.
In an era when a vehicle purchase can be completed entirely online, from selecting trim levels to signing contracts digitally, the vast majority of South Africans continue to favour physical showrooms over virtual platforms.
“I am an electric vehicle convert, and it took me two years to secure the franchise rights of the EV brand I most admire and have been driving for some time, BYD,” says Marius du Toit, Managing Director of the 4Wheels Motor Group, which has several other dealerships of different brands in its portfolio.
