According to our internal data, today’s customers are waiting an average of 270 days between vehicle maintenance visits. Whether it’s due to fluctuating driving routines, having a limited budget, or misunderstanding the necessity of routine care, knowing the reasons behind the procrastination can help you develop smart tactics to capture more service business.

Uncover the common reasons why customers postpone vehicle maintenance and discover key service customer retention strategies that encourage routine, repeat visits to your dealership.

Close the Service Gap with Smart Strategies that Prevent Delayed Vehicle Maintenance

Calm Cost Concerns with Promos and Loyalty Programs

Vehicle maintenance can be a significant financial burden, especially for unexpected repairs. Customers might delay vehicle service in the hopes of avoiding a large bill or stretching out the time between necessary repairs.

Assure customers that have budget concerns with transparent pricing front and center on your website and in your service department for common maintenance services. Tiered service packages and financing options can also help ease the cost burden and encourage more appointments.

Be sure to run regular promotions (via your website, social media, and marketing communications) on routine services, and inform your customers of your loyalty program to increase service customer retention. Don’t have a loyalty program? Nearly 90% of customers indicate a loyalty program influences their decision to return, and over 40% who enrolled wouldn’t service elsewhere, so it’s a crucial part of any retention strategy.

Provide Convenience with Speedy Processes and Services

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.

Make it easy for customers to schedule appointments online 24/7, eliminating the need for phone calls. When customers arrive, streamline the service process with mobile check-in technology and online bill pay solutions that boost service lane efficiency as well as customer satisfaction.

If you don’t offer vehicle pickup and delivery services for your customers, this strategy can provide that added level of convenience that not only helps you stand out from independent service shops but also prompts customers to keep up with their vehicle maintenance schedule.

Lessen Lack of Knowledge 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.

Going beyond a simple car sales and service provider, establish your dealership as a source of knowledge to help educate your service customers. Create informative dealership blog posts, social media content, or videos explaining the importance of regular maintenance and what different services might entail. Send personalized email and text reminders to customers when their vehicle is due for specific maintenance, and include enticing offers to reengage customers who haven’t booked an appointment in a while.

Overcome Distrust of the Dealership with Exceptional Care

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 Secret to Service Customer Retention? The Right Solutions, the Proper Approach

Customers have various 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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