Most businesses think loyalty comes from issuing a “frequent flyer” card and giving something away for free. That’s not loyalty. That’s buying repeat business from customers who are loyal to the prize, or to the price. Eliminate the freebies, and you eliminate the customer.
Many in the transmission and auto-care business claim that customers aren’t loyal anymore. I guess my first question then is, “Were they ever?” On their own, without the necessary effort on the part of shop owners and managers, were those customers ever really loyal?