When a customer buys a vehicle, many dealerships and repair shops celebrate the sale as if it were the ultimate goal. However, the sale is merely the start of a much longer and more fruitful relationship.
The real business opportunity lies in the after-sales stage—that is, everything that happens after the customer drives the car off the lot.
Why Is After-Sales So Important? Because after-sales services (maintenance, repairs, parts sales, accessories, etc.) represent a significant portion of revenue and profits in the automotive industry.
Multiple sources confirm this: for example, in Spain, the after-sales sector already accounts for approximately 50% of dealership profits, despite generating only 16% of their total revenue [1].
Globally, the trend is similar: an Accenture study revealed that after-sales services and parts make up nearly 80% of revenue opportunities throughout a car’s lifecycle. Additionally, more than half of a dealership’s profits come from this segment [2].
In other words, maintaining relationships with customers after their purchase isn’t just an added bonus—it’s a core pillar of the automotive business.
From another perspective, today’s buyer is tomorrow’s service customer—and with the right approach, the future buyer of another vehicle.
Every car sold opens the door to years of future interactions: oil changes, regular checkups, repairs, upgrades, and eventually, another vehicle purchase. Leveraging these interactions not only ensures consistent revenue but also builds long-term trust between the customer and the dealership or repair shop.
Benefits of a Personalized After-Sales Strategy
Staying in touch with customers after a sale with thoughtful and personalized follow-ups offers significant benefits. It’s not just about sending an occasional email—it’s a strategic effort to care for customers, anticipate their needs, and make them feel valued.
Here’s why this approach is worth it, supported by some key data:
- Higher Customer Loyalty (and Lifetime Value): Studies show that retaining a customer is much more profitable than acquiring a new one.
In fact, gaining a new customer can cost 5 to 10 times more than selling again to an existing one. Additionally, current customers spend an average of 67% more than new ones [3].
- Higher Chance of Repeat Sales: Satisfied customers who receive good after-sales service are far more likely to buy again. Statistics show that the probability of selling to an existing customer is 60%-70%, while for a new prospect, it drops to 5%-20% [4].
- More Referrals and Word-of-Mouth Marketing: A happy customer doesn’t just come back—they recommend your business. Word-of-mouth remains a powerful tool in the automotive sector. Around 83% of customers say they would refer a brand after a positive experience, but only 29% do so spontaneously [6].
A personalized follow-up strategy can bridge this gap by encouraging satisfied customers to leave reviews, refer friends, or simply keep your business in mind for future recommendations.
In short: A strong after-sales strategy increases loyalty, boosts repeat sales, and drives referrals, while also allowing businesses to quickly address any issues before they damage the customer relationship.
The Biky Method: Keeping Customer Relationships Alive After the Sale
Understanding why after-sales matter is one thing—implementing an effective strategy is another challenge. How can businesses stay connected with customers without overwhelming their teams or sending generic messages?
This is where the Biky Method comes in. The Biky Method is designed specifically for dealerships and repair shops to maintain consistent, personalized, and automated communication with customers after their purchase.
It’s more than just sending automated reminders—Biky focuses on personalization and relevance, ensuring that every interaction feels meaningful. Here’s how the Biky Method helps maintain smart, friendly customer contact:
- Timely Service Reminders: Instead of waiting for customers to remember their next service, Biky proactively reminds them.
Example: “Hi Maria, your SUV is about to reach 10,000 km. How about scheduling a routine check-up this month? Click here to choose the best date for you.”
- Personalized Offers & Promotions: After-sales isn’t just about service reminders—it’s also about keeping customers engaged with valuable offers.
Example:”As part of the Biky family, enjoy 20% off a full car detailing this month!”
- Human-Centered Communication: Beyond sales and services, small personal touches strengthen long-term relationships.
Example: “Happy Birthday, Juan! The team at [Your Dealership] wishes you a fantastic day. Visit us this month for a free vehicle safety check as our gift to you!”
The Biky Method acts as a 24/7 virtual advisor, ensuring that customers always receive relevant information at the right time while keeping businesses efficient and focused.
A Relationship That Creates Value for Everyone
Today, selling a good car at a good price isn’t enough—the real game-changer is how you care for customers after the sale.
After-sales is the key to turning buyers into lifelong customers and brand ambassadors. A proactive, customer-focused strategy leads to higher profitability, increased satisfaction, and a steady stream of new opportunities.
The invitation is clear: Let’s shift our mindset about after-sales. Instead of seeing it as a routine task, we should view it as a golden opportunity for customer loyalty and growth.
With tools like the Biky Method, businesses can simplify and optimize their follow-up process, making sure that no customer is forgotten.
In the automotive industry, those who invest in after-sales reap long-term success. Are you ready to take your strategy to the next level? Start strengthening your after-sales approach today—your customers (and your business) will thank you for it! [2]
Sources:
[1] La Posventa ya supone la mitad de la rentabilidad de los concesionarios
[2] Service Management: Building Profits After The Sale
[4] 65 Customer Retention Statistics You Need to Know in 2024
[5] 107 Customer Service Statistics and Facts You Shouldn’t Ignore
