{"id":2392,"date":"2025-02-28T00:11:45","date_gmt":"2025-02-28T00:11:45","guid":{"rendered":"https:\/\/www.tvi-mp3.com\/blog\/?p=2392"},"modified":"2025-02-28T00:11:45","modified_gmt":"2025-02-28T00:11:45","slug":"boosting-dealership-service-department-retention-expert-insights-from-gary-stevens","status":"publish","type":"post","link":"https:\/\/www.tvi-mp3.com\/blog\/boosting-dealership-service-department-retention-expert-insights-from-gary-stevens\/","title":{"rendered":"Boosting Dealership Service Department Retention: Expert Insights from Gary Stevens"},"content":{"rendered":"\n<p>Customer retention is the backbone of a successful dealership service department. With competition from independent repair shops growing, service departments must take proactive steps to keep first-time customers coming back. Gary Stevens, a seasoned fixed operations expert with nearly three decades in the automotive industry, shares his top strategies for increasing customer loyalty and ensuring repeat visits.<\/p>\n\n\n\n<h3>1. <strong>Customized Offers and Tailored Promotions<\/strong><\/h3>\n\n\n\n<p>Stevens emphasizes the importance of making first-time customers feel valued from the start.<\/p>\n\n\n\n<p><strong>&#8220;You\u2019ll customize those offers so when a customer is a new customer to the dealership, the advisor has a chance to give that offer to the first-time clients, give them that wow factor,&#8221;<\/strong> he explains.<\/p>\n\n\n\n<p>Matching discounts to a customer&#8217;s specific vehicle needs\u2014whether it\u2019s a percentage off a repair or a special deal for new guests\u2014helps to create a personalized experience that encourages them to return.<\/p>\n\n\n\n<h3>2. <strong>Loyalty Programs That Matter<\/strong><\/h3>\n\n\n\n<p>Loyalty programs are another powerful tool for retention. Stevens highlights their role in incentivizing repeat business:<\/p>\n\n\n\n<p><strong>&#8220;Loyalty programs redeemable\u2026 are crucial for repeat visits, especially for first-time customers. It allows them to get discounts, free services, [and] any exclusivity perks with those points redeemable.&#8221;<\/strong><\/p>\n\n\n\n<p>By offering discounts, free perks, and priority booking, dealerships can build long-term relationships with customers.<\/p>\n\n\n\n<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/Bq-6v_7w9ZE?si=pOKHKZ6MmbeoUxvj\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n\n\n\n<h3>3. <strong>Prepaid Maintenance Plans<\/strong><\/h3>\n\n\n\n<p>Many dealerships offer prepaid maintenance plans when selling new vehicles, but Stevens suggests extending this option to first-time service customers as well:<\/p>\n\n\n\n<p><strong>&#8220;It locks them in at that discounted rate for regular services, oil changes\u2026 any free perks\u2014car wash, discount, free tire rotations.&#8221;<\/strong><\/p>\n\n\n\n<p>These plans not only provide value to the customer but also ensure repeat visits for routine maintenance.<\/p>\n\n\n\n<h3>4. <strong>Pickup and Delivery Services<\/strong><\/h3>\n\n\n\n<p>Post-pandemic, many dealerships have moved away from offering pickup and delivery services, but Stevens believes bringing this back would be a major advantage:<\/p>\n\n\n\n<p><strong>&#8220;Everybody\u2019s busy, so it\u2019s just an added feature for those first-time customers to retain them, give them that wow factor.&#8221;<\/strong><\/p>\n\n\n\n<p>Convenience plays a significant role in retention, and this service can make all the difference in a customer\u2019s decision to return.<\/p>\n\n\n\n<h3>5. <strong>Transparency Through Video and Photo Inspections<\/strong><\/h3>\n\n\n\n<p>One area where dealerships can stand out from independent shops is in providing detailed digital inspections:<\/p>\n\n\n\n<p><strong>&#8220;A lot of independent shops\u2026 don\u2019t do a whole lot of photo or video inspections. I think that\u2019s huge to build trust with the customers.&#8221;<\/strong><\/p>\n\n\n\n<p>By offering walk-around videos and showing customers exactly what\u2019s going on with their vehicle, dealerships create a sense of honesty and reliability that encourages repeat business.<\/p>\n\n\n\n<h3>6. <strong>Price Transparency and Flexible Financing<\/strong><\/h3>\n\n\n\n<p>High repair costs can drive customers away, but dealerships can counter this by offering clear pricing and financing options:<\/p>\n\n\n\n<p><strong>&#8220;You got to be upfront about the cost\u2026 offer them flexible spending plans whenever they have a high-dollar repair.&#8221;<\/strong><\/p>\n\n\n\n<p>Stevens specifically recommends financing options like Sunbit, which helps customers manage large repair bills and increases their likelihood of returning.<\/p>\n\n\n\n<h3>7. <strong>Community Engagement<\/strong><\/h3>\n\n\n\n<p>Beyond the service bay, dealerships can foster loyalty by engaging with the local community:<\/p>\n\n\n\n<p><strong>&#8220;Being involved in the baseball leagues, football leagues, high school\u2026 strengthens the brand loyalty, keeps your dealership in the back of the customer&#8217;s mind.&#8221;<\/strong><\/p>\n\n\n\n<p>Supporting local events and organizations creates goodwill and reinforces the dealership\u2019s role as a trusted part of the community.<\/p>\n\n\n\n<h3><strong>Final Thoughts<\/strong><\/h3>\n\n\n\n<p>Retention isn\u2019t just about providing great service\u2014it\u2019s about building relationships at every touchpoint. By implementing tailored promotions, loyalty programs, prepaid maintenance plans, and transparent digital inspections, dealerships can foster customer trust and ensure long-term success. As Stevens puts it, <strong>&#8220;It\u2019s real important to lock the customer in for retention.&#8221;<\/strong><\/p>\n\n\n\n<p>By prioritizing convenience, trust, and engagement, service departments can keep customers coming back\u2014and that\u2019s the key to a thriving business.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer retention is the backbone of a successful dealership service department. With competition from independent repair shops growing, service departments must take proactive steps to keep first-time customers coming back. Gary Stevens, a seasoned fixed operations expert with nearly three decades in the automotive industry, shares his top strategies for increasing customer loyalty and ensuring [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":2393,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[4,5],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v16.0.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.tvi-mp3.com\/blog\/boosting-dealership-service-department-retention-expert-insights-from-gary-stevens\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Boosting Dealership Service Department Retention: Expert Insights from Gary Stevens | TVI MarketPro3\" \/>\n<meta property=\"og:description\" content=\"Customer retention is the backbone of a successful dealership service department. With competition from independent repair shops growing, service departments must take proactive steps to keep first-time customers coming back. 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