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| Released: Sunday 6th August 2006 Ignore accident customers at your peril warns dealer group Dealers operating without an accident management policy are failing their customer's needs and harming their own commercial prospects, according to Garry Dench, Group Operations Director of Hodgson Automotive. In the twelve months since the six-strong Audi dealer group adopted Accident Exchange's accident management service, bodyshop revenue has jumped by over 20 percent, but Dench argues that the benefits are far more than financial. "Without a safety-net, catch-all service in place we would be failing the needs of our customers when they really need us. That has a knock-on effect in terms of their experience with us, and then, our bottom line," said Dench. "If we can't retain our customers it makes it that much harder for us to progress and grow." Hodgson Automotive has enjoyed a strong relationship with bodyshop group Balgores Motors, providing service across the East of London and all of Essex. We have had a long standing partnership with Balgores, in fact we have almost grown up together, then Accident Exchange came on board and provided the glue between our two areas of expertise," he added. "The results have been nothing short of sensational. Accident Exchange has provided us with the materials and understanding to deliver a new level of service to, and profitability from, our car parc." The Group is now more in control of the repair process than previously. "The benefits", stressed Dench, "of an accident management programme are not restricted to the bodyshop. The whole business gains." He advised dealer's to be more selfish with their customers if they want to protect their long-term existence. "Why on earth would you let someone else help them, and dare I say, profit from them," he explained. "We spend excessive amounts to win new customers, but it's so easy to lose them if you don't look after them. 'From cradle to grave' has to be the philosophy." "It verges on the ridiculous for those that don't grasp that simple concept." << News Archive For further information please contact Andy Francis at Performance PR on 0208 541 3434 or 0787 981 3639 email: andy@performancepr.com |
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