Recently, I was having a conversation with one of my Grandmas about a new vehicle. She currently owns a last-generation Chevrolet Impala and is pretty happy with it so far, but has decided she would like to get a Chevrolet Equinox. She wants the taller ride height to see the road a bit better and a little more ground clearance to get through the snow. I was asked for my opinion on the matter and I told her that if she sticks with a four-cylinder, then a Equinox would be a very good vehicle.
Right after I said this, I asked her why a Chevrolet Equinox? She gave a reason that I thought at first was odd but making perfect sense a moment after. She explained that the local dealer she bought her three previous Chevrolets have been good her. Like when she brings in her Impala to dealer for an oil change, she'll get 10 percent off the service since she bought the vehicle there and they vacuum out the vehicle.
Why does this make sense? For many people, their only interaction with an automaker takes place at dealer. If dealer treats that person very well, more than likely, that person will come back and buy another car from that brand. Treat them badly and you not only lost a person to a sale, you lost them from ever checking out that brand ever again.