How to Get Customers Back After Warranty Expires
The warranty expiration is the single biggest defection point in the dealership-customer relationship. Proactive communication before, during, and after this transition is essential.
Pre-Expiration Strategy
Begin communicating six months before the warranty expires. Send a personalized letter or email explaining what the expiration means, what service the customer can expect going forward, and why continuing to service at the dealership remains the best choice. Present an extended warranty or service contract offer as a bridge. Offer a complimentary comprehensive inspection to identify any issues that can be addressed under the remaining warranty coverage.
Loyalty Pricing
Offer a ‘Preferred Customer’ discount tier for customers who continue to service with you after warranty. Even a modest 10 to 15 percent discount on labor sends a powerful retention message.
Loyalty Pricing
Offer a ‘Preferred Customer’ discount tier for customers who continue to service with you after warranty. Even a modest 10 to 15 percent discount on labor sends a powerful retention message.
Maintenance Bundles
Sell prepaid maintenance packages that lock in service visits for the next 12 to 24 months at a discounted rate. This commits the customer and guarantees return visits.
Maintenance Bundles
Sell prepaid maintenance packages that lock in service visits for the next 12 to 24 months at a discounted rate. This commits the customer and guarantees return visits.
Value Communication
Consistently remind customers of the advantages of dealership service: OEM parts, factory-trained technicians, manufacturer-backed repairs, and access to recalls and technical service bulletins.
Value Communication
Consistently remind customers of the advantages of dealership service: OEM parts, factory-trained technicians, manufacturer-backed repairs, and access to recalls and technical service bulletins.