Most automotive service providers spend six times more money attracting new customers than trying to keep existing ones. However it is estimated a loyal customer is worth ten times the value of a one-time buyer.

Successful shop owners have learned the subtle distinction between customer satisfaction and customer loyalty. Building long-term relationships and repeat revenue stream is achieved through developing customer loyalty. The one-time service or repair job is often an unprofitable one. Customer retention and loyalty produce profits.

"Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them.

Fully allocated costs may well show that the profit in a transaction with a customer that comes back voluntarily may be 10 times the profit realized from a customer that responds to advertising and other persuasion"

Dr. W. Edwards Deming
"Out of the Crisis"