How Mobile Service Won Back Dealership Customers Who Disappeared | Amir Alahwal

So now track to that, because if you've kind of built the current role- What, what are some of the things that you've begun to tackle in the current role that you're in, the non-traditional title, that are kind of net new or, or required you to be universally resourceful, right?

Right.

And, and so that's where if, you know, in the last, like...

It's been a tough last three years, I would say.

Very unusual, and I think we've been...

I- it sort of forced us to become very innovative, more innovative in the last year, for sure, than we have been, uh-

Mm

...

since I started.

No doubt about it.

Um, so that's kind of the positives about having a tough industry.

Um, you know, attached to a lot of, uh, cashflow and, um, dealership profitability is these manufacturer and OEM incentives and bonuses, right? Um, a lot of people don't realize that that's where we really depend on our profitability, is these massive bonuses.

Um-

Mm

... one of them, for Mercedes-Benz specifically, is called after-sales loyalty, and there's all these different segments that they grade you on.

Essentially, if there's a VIN in your area of influence or units in operation, you need to service them with one customer pay RO within a year, right? Otherwise, if you don't see them after a year, they're considered not loyal, right? Even if they come for warranty or prepaid maintenance or whatever.

Mm.

And so, you know, we lost this bonus, um, at the end of '25, and it was a huge, you know, six-figure bonus that really impacted our business.

And so, you know, we're just coming out of, um, you know, an- again, another tough year, and we're looking at how can we make sure that we achieve this moving forward, and that we never lose it again.

You know, we can cheat our way through it and sell people, you know, key chains [laughs] and ship them to their house.

[laughs]

But, you know, how, how can we really provide...

And, and that's a, a...

I won't say it, but that's [laughs]...

Uh, sometimes they recommend doing that.

So now track to that, because if you've kind of built the current role- What, what are some of the things that you've begun to tackle in the current role that you're in, the non-traditional title, that are kind of net new or, or required you to be universally resourceful, right?

Right.

And, and so that's where if, you know, in the last, like...

It's been a tough last three years, I would say.

Very unusual, and I think we've been...

I- it sort of forced us to become very innovative, more innovative in the last year, for sure, than we have been, uh-

Mm

...

since I started.

No doubt about it.

Um, so that's kind of the positives about having a tough industry.

Um, you know, attached to a lot of, uh, cashflow and, um, dealership profitability is these manufacturer and OEM incentives and bonuses, right? Um, a lot of people don't realize that that's where we really depend on our profitability, is these massive bonuses.

Um-

Mm

... one of them, for Mercedes-Benz specifically, is called after-sales loyalty, and there's all these different segments that they grade you on.

Essentially, if there's a VIN in your area of influence or units in operation, you need to service them with one customer pay RO within a year, right? Otherwise, if you don't see them after a year, they're considered not loyal, right? Even if they come for warranty or prepaid maintenance or whatever.

Mm.

And so, you know, we lost this bonus, um, at the end of '25, and it was a huge, you know, six-figure bonus that really impacted our business.

And so, you know, we're just coming out of, um, you know, an- again, another tough year, and we're looking at how can we make sure that we achieve this moving forward, and that we never lose it again.

You know, we can cheat our way through it and sell people, you know, key chains [laughs] and ship them to their house.

[laughs]

But, you know, how, how can we really provide...

And, and that's a, a...

I won't say it, but that's [laughs]...

Uh, sometimes they recommend doing that.