"Doesn't mean goodbye" — Recapturing "lost" customers through fixed operations | Kristine Lentz, Urban Science

Is your dealership losing customers you thought were gone for good? Every automotive professional knows the sting of a "lost" sale, but what if those defections weren't permanent goodbyes, but instead, opportunities for powerful comebacks through fixed operations?

In this episode, Kristine Lentz, Product Operations Manager at Urban Science, reveals how using precise data can transform your view of customer defection from a failure to a strategic advantage.

What you will get from this episode:

• Understand why traditional "defection" metrics might be leading you astray.
• Discover how leveraging sales data can pinpoint exactly why and when customers leave.
• Learn how to use fixed ops as a potent reactivation tool for "lost" customers.
• Redefine your follow-up strategies to recapture customers and build lasting relationships.
• Strategically deploy AI in your sales process to close crucial gaps.

Kristine Lentz is the Product Operations Manager at Urban Science, bringing years of expertise in leveraging data to drive actionable insights and improve dealer performance.

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Timestamps00:00 Intro

00:42 Defection Defined

02:43 Finding the Leak

04:35 Days to Sale Insights

05:32 AI as a Partner

07:26 Empathy Still Matters

08:57 Facing the Fear

10:26 Stop Chasing Sold Leads

10:59 Service Reactivation Play

12:31 Data Plus Human Response

13:55 Outro