Recent Press - Steve Finlay

It should be easy, not annoying, for a customer to schedule a vehicle service appointment with a dealership. But sometimes it’s a hassle, as evidenced by a Pied Piper Management Co. study. The consultancy measured how effectively dealerships by brand handled service appointment requests, both online and on the telephone. Some dealerships did better than others. The ones with problems risk losing customer confidence and loyalty. “All a service ... Read More >

It should be easy, not annoying, for a customer to schedule a vehicle service appointment with a dealership. But sometimes it’s a hassle, as evidenced by a Pied Piper Management Co. study. The consultancy measured how effectively dealerships by brand handled service appointment requests, both online and on the telephone. Some dealerships did better than others. The ones with problems risk losing customer confidence and loyalty. “All a service ... Read More >

Dealership groups are improving at fielding phone calls from customers seeking service department appointments. That’s according to a new mystery-shopping survey by Pied Piper. The consultancy says quality call handling fosters healthy profits and happy customers – as opposed to those who get miffed by long waits and other phone mishaps. “A service customer's initial phone call is a dealership's first step toward building loyalty and generating ... Read More >

Dealers who respond promptly and personally to online customer inquiries aren’t just offering good service – they’re selling more cars. That’s the takeaway from the 2025 Pied Piper Internet Lead Effectiveness (ILE) Auto Dealer Group Study, which ranks how well dealer groups respond to internet leads submitted through their websites. “Modern customers visit dealership websites first, and today’s sales success is driven by how the dealerships ... Read More >