Car leasing brokers are turning from fast churn activity to customer retention.
That’s the view of Network, the franchised leasing broker network.
A market that was built on a heavily oriented sales culture is maturing, says Network.
The broker model was traditionally based on bringing in new business at highly competitive prices.
This often meant low levels of customer service and high levels of customer turnover.
However, there are signs that the market is now entering a new phase, reckons Network. Long-term thinking is now the norm for some of the foremost car leasing brokers in the industry.
“We’ve witnessed a change of tone from many of our top brokers,” said Jo Elms, brand director, Network.
“There are major players in the industry that are turning their eye away from piling on masses of new business, focusing instead on retaining contracts.
“That means a number of brokers are taking issues like service levels, staff training, accreditation and relationship-building much more seriously.
“That isn’t to say that a revolution is imminent. There are still too many out there that operate with a boom-and-bust mentality. The classic ‘bedroom broker’ still exists and there are still major challenges ahead.
“The next step is ensuring that the example being set by the most modern brokers is followed by the rest. We deal with brokers every day that adopt an incredibly professional approach to their market – the challenge now is to encourage others to take that view.”
Further information
- For a list of fully BVRLA-accredited car leasing brokers – professional firms of the top standard – see our listing here
- Go to the Editor’s Blog for more on this
More customer loyalty to car leasing brokers
