It’s no secret that today’s customers are stretching out the time between service visits. In fact, our internal data shows that drivers are waiting an average of 270 days before returning for maintenance. That’s nearly nine months of skipped oil changes, delayed inspections, and potentially missed service opportunities.
So, what’s behind the wait?
Whether it’s budget concerns, a packed schedule, or just plain forgetting, understanding why customers postpone service is key to winning them back—and keeping them coming back. Here’s a breakdown of the most common reasons customers put off maintenance, along with proven strategies to re-engage them and boost long-term retention.
Close the Service Gap with Smart Strategies that Prevent Delayed Vehicle Maintenance
Address Cost Concerns with Promos and Loyalty Programs
For many customers, vehicle maintenance feels like a financial burden, especially if they’re worried about the potential for a big bill. That anxiety alone is enough to keep them away from your service lane.
Help ease their minds by putting transparent pricing front and center—on your website, in your waiting room, and in your communications. Tiered maintenance packages, service financing options, and everyday value pricing can go a long way in making service feel accessible.
And don’t forget about promotions and loyalty programs. Frequent service specials keep your dealership top-of-mind, while loyalty programs build repeat business. Nearly 90% of customers say a loyalty program influences their decision to return, and over 40% who enrolled wouldn’t service elsewhere. So if you don’t have one yet, now’s the time.
Make Convenience the Norm, Not the Exception
The process of scheduling appointments, dropping off and picking up the car, and potentially arranging for alternative transportation can be a hassle. Busy schedules and the dread of a complicated service experience can lead customers to put off maintenance.
Take the friction out of the process by offering 24/7 online scheduling, mobile check-in, and online payment tools that cut down time in the dealership. If you really want to go above and beyond, consider vehicle pickup and delivery services. It’s a premium-level perk that more customers now expect—and it just might be the thing that sets you apart from a local independent shop.
Educate Customers with Targeted Marketing
Some drivers might not be familiar with the importance of vehicle maintenance schedules or the warning signs that their car needs attention. Without a clear understanding of the consequences of neglecting vehicle maintenance, they might delay service.
That’s where proactive marketing comes in. Use blogs, social posts, videos, or even in-store materials to explain what different services mean and why they’re necessary. Automate personalized reminders based on mileage, VIN, or previous service history, and include helpful incentives to motivate action. When customers understand the “why,” they’re more likely to follow through.
Build Trust Through Transparency and Connection
Whether distrust stems from past experiences or a general lack of understanding of car maintenance practices, customers can be concerned that mechanics will recommend unnecessary services or repairs, leading some to avoid service altogether.
An authentic, friendly experience with knowledgeable staff can help create an atmosphere that builds customer relationships. Make it personal by introducing customers to the technicians working on their car, promoting a personal connection and fostering communication. Use mobile vehicle inspections to capture visual proof of any needed vehicle repairs. And utilize chat tools that allow service advisors to answer any customer questions.
The Key to Retention? Meet Customers Where They Are
Customers have plenty of reasons for postponing vehicle service. By addressing these concerns throughout their vehicle maintenance journey, you can encourage your customers to prioritize preventive care, leading to increased service profits and higher satisfaction.
For more expert guidance on how to close the service gap and keep customers returning for regular maintenance, contact us today. Whether you’re looking to streamline one step of service or enhance the entire experience for your customers, our industry-leading solutions are customizable to fit your specific needs.
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