Good thread bump. I totally agree that this topic is under discussed online and in the dealership.
Stores that want to be successful need to build a process that is transparent with pricing, what work is done, when the work will be completed, and what's due next time. If customers know what's happening, how much it costs, what to expect, and are kept in the loop, you've just out shined 95% of the competition.
People sometimes leave over price, but they always leave due to poor communication, and poor explanations, which gives them the perception of low value. Use tools to explain what's happening, when, and why, and they'll be happy to visit you again.
A parallel: a good restaurant tells you how long the table is going to take, you get a text when it's ready, the waiter is there immediately, drinks show up quickly, food shows up when promised, and the taste of the food is relative to the cost. If those go out of line, I don't usually go back.
Service drives need to deliver a better level of service and communication for a few hundred dollar RO than a nice restaurant does over a $50 meal.
The software exists across many vendors. Dealers need to make sure it's embraced and used.
