October 05, 2023

60. Fixed Ops 5- Loyalty with Walt Burns RV Brand Manager for EasyCare

23 minutes

Walt from EasyCare RV emphasizes the importance of maintaining recreational vehicles according to manufacturer's recommendations, whether under warranty or not. Corey Smith agrees and compares it to paying taxes. They discuss the benefits of prepaid maintenance plans in terms of locking in current prices and creating customer loyalty. Existing customers are more likely to try new products and spend more. The transcript also mentions how a good service experience increases the likelihood of repurchase or renewal, and discusses ways to gain customer loyalty such as offering rewards programs, prioritizing service appointments, and bundling services for added value. They also mention the importance of providing roadside assistance and other services that can save customers time and money during unexpected breakdowns while traveling with their vehicles.

Corey Smith discusses saving money and time, particularly in relation to being back on the road quickly after a breakdown. He thanks Walt from EasyCare RV for his participation and asks for three takeaways that dealership personnel can implement. Walt suggests implementing a low-cost loyalty program, offering incentives to customers, and efficient communication with service teams. Corey emphasizes the importance of delivering excellent customer service

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