When the dust settles and customers flood back to buy the latest incarnations of the next generation of cars, who will be left to sell them and will people have the confidence to visit them?
If the industry as a whole is not careful customers of the not too distant future will be buying exclusively on-line and “virtual” showrooms will be the norm. Out of the current chaos car dealers and repairers need to wake up and smell the coffee, with more and more people doing their best to avoid showrooms and buying cars purely on price it is high time dealers work extra hard to build some added value into a great service, and give customers a feeling that they are not just a cash cow. It’s funny how, eventually bad service or a perception of non-transparency brings the chickens home to roost, and maybe once the deadwood has been discarded we will be left with companies both franchised and independents who will actually be able to say ‘we care about our customers’.
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