Historically, independent automotive repair shops have provided the repair and maintenance needs for the vast majority of vehicle owners. Providing a superior level of customer satisfaction led to building customer loyalty. Today, while delivering that same high level of service, shops are challenged to attract and retain customers.

Automobile manufacturers and dealerships are attempting to be a significant influence on when and where vehicle owners have service performed. This seminar will provide automotive service professionals with an understanding of how the increased warranty periods, reduced labor times and conflicting maintenance schedules on new vehicles are impacting the industry. Consumers are confused and customer loyalty can no longer be taken for granted.

Approval Date: 02/04

Bill Haas, AAM 4 credits; 2-hour course Specialty: