SHIFTING DEMOGRAPHIC GEARS

Finally, they will be reading reviews of all the recommended facilities before picking up the phone and calling your shop.

When they inevitably do reach out to you, make sure to validate and affirm the research they have performed. This will build instant trust and will even result in higher net promoter scores. As a business, it’s important that you audit the information that exists on these third-party sites, participate in the relevant communities and invest in SEO so that your webpage tops search results.

Once you have established the initial connection and both the Boomers and Millennials have arrived at your shop, you need to ensure loyalty to keep them coming back for more.

In general, Boomers are more inclined to brand loyalty then Millennials. Once a relationship has been formed and personal connections are made, Boomers will need a compelling reason to jump ship.

The same cannot be said for Millennials. In order to maintain their business, you must first understand their values and prioritize creating a personalized experience. Take the time to understand what they want out of their vehicle first and realize that some of the traditional upselling techniques are going to be very off putting for most Millennials. Be authentic and genuine when it comes to recommending service.

The significant differences between Millennials and Boomers as consumers can impact the way businesses market and sell their products. Shops that understand the differences between these generations and tailor their strategies accordingly may be better positioned to succeed in today’s rapidly evolving marketplace.