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<\/figure><\/div>\n\n\n\nA Real-World Scenario<\/h2>\n\n\n\nHere\u2019s a quick summary of the customer\u2019s experience:<\/h3>\n\n\n\n- A tire sensor alert came on, and the customer postponed repairs after learning that replacing all four sensors at their local Discount Tire would cost $250.<\/li>
- The customer then went to a dealership for recall repairs and requested a quote for the sensor replacement while the car was already in the shop.<\/li>
- The dealership quoted twice as much as Discount Tire, including a $250 diagnostic fee. The drive-out price was over $600.<\/li>
- The customer declined and eventually found a solution at Walmart, where the sensors were replaced for just over $80.<\/li><\/ul>\n\n\n\n
While the situation ended well for the customer, the dealership missed a golden opportunity to provide express service and retain a satisfied client. What went wrong? And why aren\u2019t dealerships offering express services to address such basic repairs?<\/p>\n\n\n\n
Dealers and the “Cost-Up” Pricing Model<\/h2>\n\n\n\n
TVI MarketPro3 seasoned fixed ops expert Nick Shaffer shares an insightful perspective: “Dealers price themselves from a ‘cost-up’ point of view.” In other words, dealerships typically look at their costs to provide a service or part and add their expected profit margin on top. This pricing strategy often leads to higher prices than competitors that don’t reflect customer expectations. <\/p>\n\n\n\n
Shaffer points out that most dealers don\u2019t perform “mystery shops” to check how they stack up against competitors like Discount Tire, Walmart, or the dozens of independent repair shops in their market. This failure to stay competitive results in customers opting for alternative, more affordable solutions, even for something as simple as tire sensors. <\/p>\n\n\n\n
The larger issue here is not just pricing. Shaffer adds, \u201cDealers also seldom analyze their business from the vantage point of making the client’s life more efficient.\u201d This mindset shift is crucial. Rather than focusing solely on margins and operational efficiency, dealerships need to prioritize customer convenience. An express service lane for routine jobs could address this issue head-on.<\/p>\n\n\n\n
The Diagnostic Fee Dilemma<\/h2>\n\n\n\n
One of the key frustrations voiced by customers is the diagnostic fee\u2014an issue that Kurt Hankey, another TVI MarketPro3 fixed operations expert, highlights. Hankey remarks, \u201cDealers typically worry more about getting that diagnostic fee than they do [about] competitively pricing the repair.\u201d This is a critical misstep. By quoting a hefty diagnostic fee upfront, dealerships might scare off customers before they even set foot in the service bay.<\/p>\n\n\n\n
While diagnostic fees can be justified in cases of complex repairs, applying them to straightforward issues like tire sensors, oil changes, or brake replacements feels like an unnecessary barrier. It not only discourages customers but also gives the impression that the dealership is more concerned with protecting its margins than providing value.<\/p>\n\n\n\n
Hankey poses an interesting question: How many appointments are lost simply because customers are turned off by diagnostic fees mentioned over the phone? A dealership’s focus on upfront diagnostic charges could be costing them far more in missed opportunities for routine service revenue as many independent shops capitalize on this by offering basic diagnostic as a complimentary service.<\/p>\n\n\n\n
A Need for Flexibility in Diagnostics<\/h2>\n\n\n\n
Tyler Parker, long-time fixed operations pro and Regional Sales Manager at TVI MarketPro3 brings another important perspective to the conversation. He acknowledges the need for diagnostics but highlights the problem of charging for them before gaining customer approval. Parker comments, \u201cIf you ask [a dealership] to replace your sensors, they do it, and it ends up being something else, it is unfortunate for everyone. But for them to try to charge for diagnostics before it\u2019s approved by the customer is not cool.\u201d It\u2019s also not legal!<\/p>\n\n\n\n
Parker\u2019s point underlines the need for a more customer-centric approach. Diagnostics are necessary in some situations, but presenting them in a rigid, all-or-nothing manner can lead to friction. Offering transparency and flexibility around diagnostics\u2014especially for routine services that don\u2019t require deep analysis\u2014could go a long way in building trust with customers.<\/p>\n\n\n\n
Why an Express Lane Is the Missing Piece<\/h2>\n\n\n\n
Given these customer pain points, it\u2019s clear that many dealerships are missing out on a huge opportunity to implement express service lanes. Fast, convenient, competitively priced services are in demand, and by not offering them, dealerships leave money on the table.<\/p>\n\n\n\n
Here\u2019s why an express service lane makes sense:<\/h3>\n\n\n\n- Customer Convenience:<\/strong> When consumers can get groceries delivered in under an hour and book mobile service providers for brake repairs, why should routine vehicle maintenance be any different? Express service lanes offer quick, hassle-free maintenance, keeping customers in the dealership and opening the door for future, higher-ticket repairs.<\/li>
- Competitive Pricing:<\/strong> By offering transparent, no-surprise pricing for basic services, dealerships can compete directly with chains like Discount Tire, Walmart, and independent garages. A lower-priced, no-frills express service offering could act as a customer acquisition tool, bringing people in for oil changes or tire rotations, and building loyalty for their future service needs.<\/li>
- Improved Customer Relationships:<\/strong> Offering express services can enhance the customer experience, leading to increased satisfaction and loyalty. If a customer can get a quick tire sensor replacement at your dealership for a fair price, they\u2019re more likely to return when it\u2019s time for bigger repairs.<\/li><\/ul>\n\n\n\n
Embrace the Opportunity<\/h2>\n\n\n\n
The automotive service landscape is evolving, and customer expectations are changing. Dealerships must adapt by offering express services that cater to time-strapped, price-conscious customers. As Nick Shaffer, Kurt Hankey, and Tyler Parker all point out, there\u2019s a growing disconnect between what customers want and what dealerships offer. Addressing this gap could not only drive revenue but also foster long-term relationships that pay off in bigger ways down the road.<\/p>\n\n\n\n
Dealerships that recognize this shift and prioritize the customer experience\u2014rather than rigid pricing structures and diagnostic fees\u2014will position themselves for success in an increasingly competitive market. Now is the time to steer toward express service lanes, capturing the revenue and loyalty that\u2019s currently slipping through dealerships\u2019 fingers.<\/p>\n\n\n\n
- A tire sensor alert came on, and the customer postponed repairs after learning that replacing all four sensors at their local Discount Tire would cost $250.<\/li>
- The customer then went to a dealership for recall repairs and requested a quote for the sensor replacement while the car was already in the shop.<\/li>
- The dealership quoted twice as much as Discount Tire, including a $250 diagnostic fee. The drive-out price was over $600.<\/li>
- The customer declined and eventually found a solution at Walmart, where the sensors were replaced for just over $80.<\/li><\/ul>\n\n\n\n
While the situation ended well for the customer, the dealership missed a golden opportunity to provide express service and retain a satisfied client. What went wrong? And why aren\u2019t dealerships offering express services to address such basic repairs?<\/p>\n\n\n\n
Dealers and the “Cost-Up” Pricing Model<\/h2>\n\n\n\n
TVI MarketPro3 seasoned fixed ops expert Nick Shaffer shares an insightful perspective: “Dealers price themselves from a ‘cost-up’ point of view.” In other words, dealerships typically look at their costs to provide a service or part and add their expected profit margin on top. This pricing strategy often leads to higher prices than competitors that don’t reflect customer expectations. <\/p>\n\n\n\n
Shaffer points out that most dealers don\u2019t perform “mystery shops” to check how they stack up against competitors like Discount Tire, Walmart, or the dozens of independent repair shops in their market. This failure to stay competitive results in customers opting for alternative, more affordable solutions, even for something as simple as tire sensors. <\/p>\n\n\n\n
The larger issue here is not just pricing. Shaffer adds, \u201cDealers also seldom analyze their business from the vantage point of making the client’s life more efficient.\u201d This mindset shift is crucial. Rather than focusing solely on margins and operational efficiency, dealerships need to prioritize customer convenience. An express service lane for routine jobs could address this issue head-on.<\/p>\n\n\n\n
The Diagnostic Fee Dilemma<\/h2>\n\n\n\n
One of the key frustrations voiced by customers is the diagnostic fee\u2014an issue that Kurt Hankey, another TVI MarketPro3 fixed operations expert, highlights. Hankey remarks, \u201cDealers typically worry more about getting that diagnostic fee than they do [about] competitively pricing the repair.\u201d This is a critical misstep. By quoting a hefty diagnostic fee upfront, dealerships might scare off customers before they even set foot in the service bay.<\/p>\n\n\n\n
While diagnostic fees can be justified in cases of complex repairs, applying them to straightforward issues like tire sensors, oil changes, or brake replacements feels like an unnecessary barrier. It not only discourages customers but also gives the impression that the dealership is more concerned with protecting its margins than providing value.<\/p>\n\n\n\n
Hankey poses an interesting question: How many appointments are lost simply because customers are turned off by diagnostic fees mentioned over the phone? A dealership’s focus on upfront diagnostic charges could be costing them far more in missed opportunities for routine service revenue as many independent shops capitalize on this by offering basic diagnostic as a complimentary service.<\/p>\n\n\n\n
A Need for Flexibility in Diagnostics<\/h2>\n\n\n\n
Tyler Parker, long-time fixed operations pro and Regional Sales Manager at TVI MarketPro3 brings another important perspective to the conversation. He acknowledges the need for diagnostics but highlights the problem of charging for them before gaining customer approval. Parker comments, \u201cIf you ask [a dealership] to replace your sensors, they do it, and it ends up being something else, it is unfortunate for everyone. But for them to try to charge for diagnostics before it\u2019s approved by the customer is not cool.\u201d It\u2019s also not legal!<\/p>\n\n\n\n
Parker\u2019s point underlines the need for a more customer-centric approach. Diagnostics are necessary in some situations, but presenting them in a rigid, all-or-nothing manner can lead to friction. Offering transparency and flexibility around diagnostics\u2014especially for routine services that don\u2019t require deep analysis\u2014could go a long way in building trust with customers.<\/p>\n\n\n\n
Why an Express Lane Is the Missing Piece<\/h2>\n\n\n\n
Given these customer pain points, it\u2019s clear that many dealerships are missing out on a huge opportunity to implement express service lanes. Fast, convenient, competitively priced services are in demand, and by not offering them, dealerships leave money on the table.<\/p>\n\n\n\n
Here\u2019s why an express service lane makes sense:<\/h3>\n\n\n\n
- Customer Convenience:<\/strong> When consumers can get groceries delivered in under an hour and book mobile service providers for brake repairs, why should routine vehicle maintenance be any different? Express service lanes offer quick, hassle-free maintenance, keeping customers in the dealership and opening the door for future, higher-ticket repairs.<\/li>
- Competitive Pricing:<\/strong> By offering transparent, no-surprise pricing for basic services, dealerships can compete directly with chains like Discount Tire, Walmart, and independent garages. A lower-priced, no-frills express service offering could act as a customer acquisition tool, bringing people in for oil changes or tire rotations, and building loyalty for their future service needs.<\/li>
- Improved Customer Relationships:<\/strong> Offering express services can enhance the customer experience, leading to increased satisfaction and loyalty. If a customer can get a quick tire sensor replacement at your dealership for a fair price, they\u2019re more likely to return when it\u2019s time for bigger repairs.<\/li><\/ul>\n\n\n\n
Embrace the Opportunity<\/h2>\n\n\n\n
The automotive service landscape is evolving, and customer expectations are changing. Dealerships must adapt by offering express services that cater to time-strapped, price-conscious customers. As Nick Shaffer, Kurt Hankey, and Tyler Parker all point out, there\u2019s a growing disconnect between what customers want and what dealerships offer. Addressing this gap could not only drive revenue but also foster long-term relationships that pay off in bigger ways down the road.<\/p>\n\n\n\n
Dealerships that recognize this shift and prioritize the customer experience\u2014rather than rigid pricing structures and diagnostic fees\u2014will position themselves for success in an increasingly competitive market. Now is the time to steer toward express service lanes, capturing the revenue and loyalty that\u2019s currently slipping through dealerships\u2019 fingers.<\/p>\n\n\n\n
- Competitive Pricing:<\/strong> By offering transparent, no-surprise pricing for basic services, dealerships can compete directly with chains like Discount Tire, Walmart, and independent garages. A lower-priced, no-frills express service offering could act as a customer acquisition tool, bringing people in for oil changes or tire rotations, and building loyalty for their future service needs.<\/li>
- Customer Convenience:<\/strong> When consumers can get groceries delivered in under an hour and book mobile service providers for brake repairs, why should routine vehicle maintenance be any different? Express service lanes offer quick, hassle-free maintenance, keeping customers in the dealership and opening the door for future, higher-ticket repairs.<\/li>