CS is a my #1 concern and I do have a strategy, but it involves reducing the amount of work / number of customers in order to concentrate on those customers we do have.
I am currently VERY pleased with the work load as it is not overwhelming, but actually quite enjoyable. 4-5 email tunes a week currently + the custom tunes at the shop which have been fairly steady for the past 5 years. (first few years were slow)
I can easily double if not triple the work load, but after that I will need to take some actions.
First and foremost SVTP is the only nation wide site we advertise on and there are NO plans on advertising elsewhere.
Second, I am specializing in the 5.0 (no V6's) and will not do email tuning for ANY pre-2011 Ford as I can not accurately control fueling remotely like I can with these wideband controlled Fords. I can and do tune the 2011+ GT500's remotely, but that is a much smaller market than the 5.0 so I'm not expecting that to have much of an impact.
Third, customers do most of the advertising by word of mouth rather than banners, specials, etc. Customer word of mouth referals are traditionally the bulk of AED's business.
Forth, referals for those that want an AED tune on the dyno. We currently have a small network of quality tuners in various locations around the country that are fully AED supported. These shops are also dedicated to customer service and quality calibrations. Those that want to extract every last HP on the dyno with an AED based tune have options currently in FL, NY, MD, CA, CO, SC, and now TX.
Fifth, (you all are going to hate me for this), price increases. Basic economics of supply and demand. When demand overwhelms supply, reduce demand, in this case by price increases. Although a nominal price increase is scheduled in Jan, pricing changes designed to reduce demand will be a last resort. The goal is NOT to soak customers for more $$$, but to reduce demand so we can continue to provide the level of service AED customers have become accustom to.
Domination of the market thru volume is NOT our goal.
Congrats on the 10!!!! Did you scale the car?
Also who in Maryland is tuning with AED support?
JJ