Dealerships are feeling the squeeze—competition is tough, and keeping service bays open for bigger, high-paying jobs isn’t getting any easier. To tackle this, some are turning to mobile service units and tailored fleet services. These strategies help cut down wait times, boost efficiency, and keep customers coming back for more.
In a recent episode of the Retention Roadmap podcast, Jeremy Stephens, Remote Operations Director at Bozard Ford Lincoln, shared insights on how dealerships can evolve service models to boost customer satisfaction and retention.
Stephens shared how their mobile service units offer convenience by handling routine maintenance at customers’ locations and relieve shop capacity. Flexible, customer-focused services like these are essential for staying competitive and building long-term loyalty in today’s market.
In a recent article we covered why you should prioritize mobile service (and where to implement it), so today let’s take a deeper look at some strategies for getting mobile service right.
Tips for leveraging mobile service at your dealership
Mobile service is a powerful tool for dealerships looking to boost efficiency and keep customers happy. By taking routine maintenance and simple jobs straight to the customer’s location—whether at their home or work—dealerships can cut down wait times and create a seamless, next-day experience.
Mobile service not only gives customers what they want, but also helps you optimize service lane usage, build stronger relationships with fleet clients, and open up new revenue streams. Here’s how to get the most out of it.
Free up the shop for bigger jobs
By taking routine and non-lift work out of the main shop, Bozard Ford Lincoln keeps its bays open for high-ticket, complex repairs. This way, they maximize shop efficiency and make the most of their technicians’ time. The mobile units handle things like recalls and tire rotations, so the shop can focus on the bigger, more profitable work that needs specialized equipment and expertise.
Tip: When your shop is full, offer mobile service for smaller jobs to speed up wait times and keep the bigger-paying jobs in-house.
Take advantage of fleet services
Bozard Ford Lincoln has leaned into fleet services big time. They customize their offerings for fleet clients, setting up regular schedules to handle multiple vehicles in one visit. This makes it easy for businesses to maintain their vehicles without the hassle of dropping them off one by one. Plus, it strengthens their relationship with the fleet clients, building trust and ensuring they keep coming back.
Tip: Reach out to local businesses with fleets and offer them flexible, scheduled mobile service options. It’s a win-win for you and the client.
Build loyalty through bulk retention
Focusing on fleet services means you can retain lots of business at once. By locking in long-term service schedules with fleet accounts, you create a steady stream of revenue and keep your shop busy. It’s not just about handling one vehicle; it’s about securing the loyalty of an entire fleet. And when you deliver reliable, convenient service, those businesses are more likely to buy their next round of vehicles from you, too.
Tip: Promote fleet packages that include regular on-site visits—businesses will appreciate the convenience, and you’ll secure bulk, repeat business.
Remember to use tires as the new oil change
Mobile tire services are important too — tires are becoming a huge opportunity as more customers need tire replacements, especially with the rise of EVs. By offering mobile tire vans, you can make tire replacement much more convenient. As this service grows, expand further to meet the demand, treating tires as a key service, just like oil changes used to be.
Tip: Let your customers know they can get tire services on their doorstep, and encourage them to check their tires during every service visit.
Track and improve the right service metrics
Track everything from how many jobs your mobile units complete daily to customer satisfaction scores per van. Set goals to increase your daily job count, and consider implementing software to make scheduling and logistics more efficient. Keep an eye on customer feedback to fine-tune your processes and ensure customers stay happy.
Tip: Track key metrics like daily jobs completed and customer feedback to see where you can improve efficiency and satisfaction.
Don’t forget to promote the mobile options
As you build out your mobile service offerings, remember to highlight the convenience of mobile service to your customers when booking appointments—let them know they can get next-day service at home. By focusing on convenience and tailoring your approach for fleet and individual clients, you can boost retention and increase efficiency.
To get more tips on improving customer loyalty, check out DriveSure’s Dealership Service Retention Report for more consumer insights and actionable advice.
What keeps customers coming back to your dealership?
Download the 2023 Dealership Service Retention Report to see what dealership service customers have to say.
