About this episode

Keith Mait discusses how to build lasting customer relationships through effective communication and service tracking.

From tracking declined services to asking customers how they prefer to be contacted, Keith Mait, Senior Vice President and Auto Leader at Synchrony, outlines practical steps shops can take right now to turn one-time transactions into lasting relationships. He explains why loyalty isn’t a program—it’s a discipline—and how shops that stay connected between visits with timely, relevant communication will win in an increasingly competitive market.

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