With one in ten vehicles affected by a recall of some kind, the process is increasingly common. In Q1 2016 alone, recalled units increased 122 percent – the third largest number in a single quarter, and they show no signs of slowing down any time soon. Manufacturers are taking an increasingly proactive stance, and that means dealers are busy with repairs.
If executed correctly, some recalls can offer benefits for these dealers and, by extension, automakers themselves. They offer an opportunity to engage with the vehicle owner, perhaps for the first time since the car was purchased. When the recall is fixed promptly and professionally, it lays the groundwork for vehicle owners to turn to the dealer again for other services, or better yet, when they find themselves in need of a new car.
In fact, a recent study found that recall-related service visits are, not surprisingly, on the rise – but so is customer satisfaction with those visits. As J.D. Power noted, “…manufacturers have shown that it is possible to turn a potential negative into a positive when it comes to recalls if they’re done in a way that doesn’t inconvenience the customer.”
While no automaker wants to experience a recall, by utilizing a trusted partner who can work directly with owners and facilitate repairs, they can help dealers reconnect with customers who have not been in contact and turn the situation into a positive experience for both parties.
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