On the LotF&I

Six strategies to help keep customers in your service lane.

The deal’s done, but your job isn’t. A well-run service lane is key to keeping customers coming back and additional revenue flowing steady. By optimizing the service experience with dedicated attention and genuine customer support, your dealership can help reduce potential drop-offs in repeat business, boost Customer Satisfaction Index scores and build loyalty. Take a look through each step of the process to explore common areas of customer concern and how a few improvements can help strengthen retention.

A confusing or inconvenient appointment process. Tip 1: Offer seamless online and mobile scheduling and don't forget to advertise these options to your customers. 

Long wait times, poor customer service or unclear offerings. Tip 2: Improve the service write-up process by embracing technology and vehicle walk-arounds for a consistent experience. 50% of customers aren't greeted immediately upon arrival for service¹.

Upselling and unexpected costs. Tip 3: Help the customer prioritize additional repairs or services. Cost is a top reason customers don't return for service, even though average dealer visit costs are comparable to non-dealer service providers². 

Delay in service, poor-quality work or lack or progress. Tip 4: Help eliminate service delays and misdiagnosis by asking the appropriate questions, listening to customers' needs and verifying their preferred contact method. 50% of customers whose repairs weren't completed correctly on the first visit didn't return¹. 

Failure to follow up with reminders for the next service date. Tip 5: Send out frequent post-service messaging with thank-yous and personalized offers. 

Lack of personal attention and transactional relationships. Tip 6: Prioritize an exceptional customer experience and become the trusted resource for all their service needs.

1 J.D. Power 2025 U.S. Customer Service Index Study
2 Cox Automotive December 2023 Service Study Summary

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