In today’s automotive world, customers expect more than just a smooth transaction—they expect a memorable experience. Whether it’s when they call in for an appointment or pull into the service drive, every interaction is a chance to earn (or lose) trust.
The good news? It doesn’t take massive overhauls or big budgets to make a difference. Often, it’s the little things —the daily habits, small gestures, and consistent follow-ups—that shape the customer’s lasting impression.
1. Answer Every Call - Fast and Friendly
- Goal: Answer calls within 3 rings, and SMILE - it comes through.
- Pro tip: Outsource overflow calls to ensure no call goes unanswered, especially during peak times and after hours.
- Why it matters: A prompt, friendly response communicates professionalism and care - two key ingredients of loyalty.
Pro Tip:
2. Communicate Before They Ask
Customers don’t like guessing the status of their vehicle. A proactive update—text, call, or video—turns frustration into appreciation.
- Set a standard “update time” each day (ex: 2:30 PM) to notify every customer of repair progress.
- Use templates or automated reminders to make it easy for advisors.
3. Personalize the Service Experience
People remember how you made them feel.
- Greet customers by name when they pull into the drive.
- Reference their last visit or mileage interval.
- Wash their car if possible, or move their seat back to their settings.
Even small touches—like a follow-up text after pickup or a thank-you message from their advisor—can transform a one-time visitor into a repeat guest.
4. FOLLOW UP AFTER THE VISIT
Post-service follow-ups are your “second impression.”
- A simple “thank you for trusting us” text or call within 48 hours can go a long way.
- Let them know a satisfaction survey is coming and how important their feedback is.
Dealers that do this see higher CSI scores and better retention. Why? Because customers feel that you actually care after the sale/service—not just before.
5X MORE LIKELY
5. Connect Service to Future Sales
Every visit is an opportunity to build a bridge to their next car.
- Share complimentary inspection results that show trade-in readiness.
- Create handoffs between service and sales teams for equity mining.
When customers trust your service team, they’re five times more likely to buy their next vehicle from you.
The Payoff: Loyalty That Compounds
Little improvements—faster callbacks, proactive updates, personalized touches—might not make headlines, but they make habits that lead to:
- Higher retention rates
- Increased service revenue
- Stronger CSI scores
- Repeat vehicle purchases
Every call, every text, every smile in the drive is a chance to earn that next visit—and the next sale.
