Running a successful dealership service department isn’t just about processing repair orders—it’s about building trust, enhancing customer satisfaction, and maximizing revenue without resorting to pushy sales tactics. To gain deeper insights into optimizing service drive performance, we spoke with industry expert Jim Kozimor, who shared valuable strategies for SERVICE ADVISORS and MANAGERS looking to maximize revenue and customer satisfaction.

Whether you’re a SERVICE ADVISOR aiming to increase your average repair order (RO) or a SERVICE MANAGER striving to improve department profitability, these strategies will help you achieve your goals.​

1. Prioritize Customer Experience

Jumping straight into a SERVICE ADVISOR role can feel like diving into the deep end. Instead, consider starting in a foundational position, such as an internal advisor or in the Business Development Center (BDC). These roles provide a chance to:

• Greet Every Customer Promptly: First impressions matter. A warm, professional greeting sets the stage for a great service experience
• Listen Actively: Pay attention to customer concerns, ask clarifying questions, and reassure them that their vehicle is in good hands.
• Set Clear Expectations: Provide accurate time estimates, explain repairs in simple terms, and keep customers updated throughout the service process.

For more insights on enhancing customer service, consider reading The Dealership Business Model: Winning The Customer Service Game.

2. Conduct a Thorough Multi-Point Inspection (MPI)

A comprehensive vehicle inspection helps identify additional service opportunities while ensuring customer safety.

• Standardize Inspection Procedures: Ensure all technicians follow a consistent MPI process.
  
• Educate Customers: Present findings clearly and honestly. Use digital tools or visuals to improve understanding.
  

Prioritize Repairs: Help customers differentiate between urgent repairs and future maintenance needs.

3. Leverage Technology to Streamline Operations

Modern tools can improve efficiency and boost service revenue.

• Use Digital Vehicle Inspections (DVI): Customers are more likely to approve repairs when they can see photos or videos of the issue.
• Send Text and Video Updates: Keeping customers informed builds trust and minimizes frustration.
• Utilize CRM and Reminder Systems: Automated service reminders and follow-ups encourage repeat visits.

To explore effective CRM tools for car dealers, check out Top 5 Customer Relationship Management Tools for Car Dealers.

4. Train Your Team to Upsell Effectively

Upselling isn’t about pressure—it’s about helping customers make informed decisions about their vehicle’s maintenance.

• Role-Playing and Training: Regular training sessions help SERVICE ADVISORS confidently present service recommendations.
  
• Bundle Services: Offering package deals increases the average repair order (RO) while providing customers with better value.
  
• Explain Manufacturer Recommendations: Many customers are unaware of routine maintenance schedules. Educating them builds trust and long-term business.

5. Optimize Scheduling and Workflow Efficiency

An organized service department maximizes revenue by reducing bottlenecks and improving productivity.

• Stagger Appointments: Avoid overwhelming your team by spacing out bookings strategically.
  
• Assign Work Based on Expertise: Ensure technicians are working on jobs suited to their skills to improve efficiency.
  
• Offer Express Services: Quick maintenance services (like oil changes and tire rotations) keep your service drive busy and profitable.

For strategies on boosting service department profitability, refer to Boosting Service Department Profitability: A Quick Guide for Fixed Ops.

6. Build Long-Term Customer Loyalty

Retaining customers is more cost-effective than constantly acquiring new ones.

• Loyalty and Rewards Programs: Offer discounts or free services after multiple visits to encourage repeat business.
  
• Post-Service Follow-Ups: A simple thank-you call or email asking about their service experience builds rapport.
  
• Create Value Beyond Repairs: Offer seasonal service specials, educational workshops, or free vehicle health checks.
  

To learn more about boosting customer loyalty and retention, read Achieving Outstanding CSI: A Quick Guide for Fixed Ops.

Final Thoughts

A high-performing service drive is the backbone of a successful dealership. By focusing on customer experience, optimizing workflows, leveraging technology, and prioritizing customer education, you can transform your service department into a revenue-generating powerhouse. Implement these strategies to increase efficiency, boost customer satisfaction, and drive long-term profitability.

Feel free to explore these linked articles for deeper insights into each strategy. If you have any further questions or need additional resources, don’t hesitate to ask!

Achieving and exceeding your goals is possible—when you have the right systems in place! With Service Drive Revolution OnDemand, you’ll gain access to the proven systems that have made thousands of SERVICE MANAGERS IRREPLACEABLE. Start transforming your department today!

If you want to implement these strategies in your Service Department, let’s talk. Book a 15-minute strategy session with our team. We’ll explore how to unlock your Dealership’s real value.