Is your express service truly helping or hurting your business growth? Defining success for an Express Department varies among dealerships. Some measure success by the number of hours per repair order, while others view it as a way to drive more business to the main shop. Many emphasize its role in customer retention. Regardless of how you define success, it is crucial to commit to processes that prevent customers from becoming so frustrated that they never return. What are we truly losing out on? A lifetime of vehicle purchases worth hundreds of thousands of dollars, as well as generational business. Where does the loss of revenue really end?
Today’s customers have more options than ever, with independent lube shops continuously improving their services. These shops now offer major repairs and are open seven days a week. Many of these customers were previously loyal to dealerships. What reasons did we give them to leave? Consumers prefer expert service that combines value, trust, and convenience. As these customers hopefully return, dealerships have a real second chance to make a strong first impression. It is essential to avoid repeating past mistakes, such as long wait times, higher-than-advertised prices, or focusing only on selling cars.
The automotive industry is rapidly changing, and the future of dealership profitability is increasingly tied to Fixed Operations. As electric car sales rise, dealerships experience fewer service appointments and repairs. Express services can drive substantial traffic of gas and hybrid vehicles to dealership service departments. Combining well-managed policies and procedures can ensure a seamless experience that promotes long-term retention and profitability. To fully capitalize on express service, service departments need to shift their focus to being more customer-centric. This includes proactive communication, transparent pricing, and creating a welcoming environment.
We are not reinventing the wheel. We simply need to follow some basic industry best practices for building a successful express service department:
- Implement Realistic Appointment Capacities: Allow adequate time for advisors to build rapport and complete inspections and video processes.
- Hybrid Pay Plans with Incentives: This approach can help reduce unapplied labor costs and support staff morale.
- Efficient Parts Management: Store filters in the bay or in a dedicated fast-moving area within the parts department.
- Adherence to Time Management Rules: Use strategies such as the quarter-time rule to improve express service efficiency and customer satisfaction.
- Staff Development: Invest in training and advancement opportunities for both advisors and technicians.
- Process Commitment: Consistent processes and transparent service times are vital for long-term profitability and minimizing customer frustration.
Express service should extend beyond just oil changes. Dealerships can offer additional services such as tires, cabin filter replacements, wiper blade installations, and battery checks or replacements. Creating the feel of a “one-stop shop” will further enhance the customer experience and build loyalty.
When we consistently exceed customers’ expectations, the reward will pay off. By placing customers’ needs at the forefront, dealerships can overcome challenges in improving express service operations and drive sustainable growth.
Elevate your Fixed Operations department with our custom-tailored solutions. Our team offers in-depth assessments and specialized training programs, crafting strategies designed specifically to boost efficiency, maximize customer retention, and ensure long-term profitability. We’ll work closely with you to identify areas for improvement and implement targeted solutions that drive sustainable growth for your business.