The customer experience in your dealership involves the moment they step into your facility until their taillights are seen driving down the road. Your dealerships processes must be in place to make the customer experience a memory to be proud of. The truth is most dealerships don't have consistent customer intake processes of any kind. The advisor never leaves the service desk even looking at the car with customers concerns. What an impression the customer must have when given the common command to sign here and sit there. This level of customer care is destructive and the primary cause of poor customer retention in new car dealerships. Typically a new car dealership will spend hundreds of thousands of dollars in advertising throughout the year. It is interesting but very little is spent with service advisor training and development to provide the customer the ultimate experience. So the customer the dealership spent thousands of dollars to gain with aggressive advertising is lost from the service department using poor processes. Walk around inspections must be consistent with every customer. Scheduling must be consistent utilizing 15 minute intervals and separating waiters to provide proper customer care. Every one of us has had long waits at the doctor's or dentist office. Poor service at restaurants has made me determine I'll never go back. We can not afford to have any customer leave our facility thinking they will never be back because of the way they've been treated.