July 18, 2023
For modern dealerships, the service department remains one of the most reliable and profitable divisions of the entire operation. Yet retaining loyal customers and attracting new ones has become increasingly complex. Independent repair shops and national aftermarket chains aggressively compete for the same customers, often winning them through convenience and pricing.
But dealerships possess unique advantages that third-party repair shops cannot replicate—advantages that can be amplified through strategic improvements in customer service. When customers experience consistent, trustworthy care, they’re far more likely to return for routine service, repairs, parts, and long-term maintenance.
Below are five proven strategies that help dealerships build stronger relationships, elevate the customer journey, and position themselves as the top choice for vehicle owners.
Competing on price alone is a losing game. Instead, dealerships should differentiate themselves by delivering exceptional customer service at every touchpoint—from appointment scheduling to vehicle pick-up.
According to industry research, customers value quality of work even more than price. Dealerships already have a built-in advantage: factory-trained technicians who understand specific makes and models better than anyone else. This expertise builds trust, which is foundational to long-term loyalty.
However, technical skill is only half the equation. Customer service quality determines whether patrons feel respected, informed, and confident throughout the process. Even a single frustrating experience can push long-time customers toward competitors.
To strengthen your position:
A dealership that excels in customer service will not only retain more service customers but also increase referrals and positive online reviews.
Personalization isn’t optional anymore—it’s expected. Today’s vehicle owners want tailored communication, convenience, and proactive support. Dealerships can stand out by using data to anticipate customer needs and create individualized experiences.
For example:
Customer service becomes more meaningful when the dealership communicates in the customer’s preferred way and offers helpful insights at the right time. A simple adjustment—such as sending reminders by text instead of email—can significantly increase retention and appointment show rates.
Online scheduling, transparent pricing, and status updates also make the ownership journey smoother and more enjoyable. When customers feel understood and valued, they naturally gravitate back to the dealership for future service needs.
One of the biggest obstacles dealerships face is losing customers to third-party providers for select services. Research shows that while customers visit dealerships for complex issues and scheduled maintenance, 56% go elsewhere for services like batteries, tires, and bodywork.
To keep more business in-house, dealerships should leverage every inspection—especially multi-point inspections—as an opportunity to identify and communicate additional service needs.
However, simply identifying issues isn’t enough. Your team must follow up with:
When customer service includes immediate, educational communication, customers feel guided rather than pressured. This approach improves conversion on recommended repairs and increases the customer’s trust.
Many vehicle owners don’t even know their dealership sells tires—despite tires being one of the most common replacement items. In fact:
This knowledge gap creates a major opportunity. Dealerships can increase revenue and customer retention simply by promoting tire services more effectively.
Ways to elevate tire-related customer service include:
Programs such as SimpSocial’s renewable tire protection motivate customers to return for future services and strengthen long-term loyalty. Customers appreciate the reassurance and convenience these incentives provide, especially when bundled with high-quality dealership customer service.
While amenities like coffee, Wi-Fi, and shuttle services improve comfort, true loyalty is built through meaningful, value-added incentives. Dealerships that integrate programs designed to reward timely maintenance create deeper customer engagement.
With platforms like SimpSocial, dealerships can offer:
These benefits are renewable only when customers return for qualifying services—giving them a real reason to stay loyal. By enhancing customer service with practical, high-value incentives, dealerships make themselves the obvious and most reliable choice for ongoing vehicle care.
Vehicle owners have multiple options for maintenance and repairs, but they will always favor businesses that provide reliable workmanship and consistently excellent customer service. Dealerships have the advantage of brand expertise, factory-backed tools, certified technicians, and high service standards.
By amplifying these strengths and implementing personalized service, proactive communication, advanced inspection tools, and loyalty incentives, dealerships can win more long-term service customers.
When customers trust your dealership, they won’t see you as one of many choices—they’ll see you as their only choice for complete, dependable vehicle care.
