Service Creates Loyalty Is there a such thing as loyalty these days? Are the customers simply shopping for price? Does our level of service influence the chances that a customer will order another part from us? I believe it does! It takes years to build a reputation with a customer, yet it can be lost in a matter of a few interactions, if not sooner. We all know this statement is true, yet we don’t train our people to think this way. Let me explain how two interactions with a new car dealership service department caused us trade our car in for a car from a different manufacturer. In 2018, we bought a new Volvo XC60 for my wife to drive. We loved the car. It performed well, it had lots of cool technology. We actually decided that it was a better car than the 2017 Mercedes GLC300 that we traded in to buy it. After zero issues for the first 10,000 miles, it was time for a free oil change. My wife attempted to schedule the oil change only to learn that there were no technicians on du...