Anchor to prevent customer drift

摘要

Service plans are described as a "useful anchor" for customer retention within franchised networks. JAMES DALLAS reports on some of the offerings. Buy a new car these days - or even one that's just out of manufacturer warranty- and any salesman worth his salt will try to persuade its owner to take out a service plan. These plans are promoted to customers as 'peace of mind', or 'hassle-free solutions' to the on-going costs of vehicle maintenance, but if you're sitting on the other side of the sales desk they're a means of keeping franchised workshops busy and retaining customers.