Redefining Fixed Ops: Service That Travels

We live in an era where a simple tap on your phone can bring almost anything to your doorstep within hours. In 2019, the food delivery industry made $35 billion, and in 2025, American consumers are projected to spend $128 billion to avoid the inconvenience of picking up their food. In a world where convenience-based decision making is constantly increasing, offering mobile service can make your dealership the top choice for car maintenance.

Why Top Dealerships Are Leaning into Mobile Service:

1. To Enhance the Customer Experience

Customers want convenience. By giving them the freedom to have their car serviced wherever they are, you save them time and effort. This high level of service can significantly boost customer satisfaction and loyalty, making it a win-win for both parties.

2. To Stand Out from the Competition

Most independent shops don’t offer mobile service, giving your dealership a unique edge. This premium, personalized service can help your dealership stand out and win against the competition.

3. To Build Lasting Customer Relationships

Mobile service sends a powerful message to your customers: “You matter to us.” It strengthens customer relationships and increases repeat business through improved customer satisfaction. It’s also great for retaining service customers who didn’t buy their most recent vehicle from your dealership.

How can you make it work for your dealership?

To successfully implement mobile service, your dealership needs careful planning, staffing, communication, and the right software. Here’s how to get started:

• Outfitted Vans: Ensure your vans are stocked with all necessary tools and equipment, including fluids, filters, diagnostic tools, and even tires. These service lanes on wheels are designed for today’s busy customer.
• Skilled Technicians: Rotate shifts or dedicate specific technicians to mobile service. These techs need to be skilled, personable, and capable of working independently.
• Advanced Scheduling Software: Efficient scheduling is key to making mobile service work. Invest in scheduling software that can manage appointments by service type and technician availability. This software should also handle real-time updates and customer notifications to minimize delays and no-shows, as well as reduce the potential for double booking.
• Comprehensive Communication System: Integrate your mobile service with a robust customer communication solution. This will help track service history, manage customer preferences, and ensure seamless communication between the dealership and the customer.

If you really want to go above and beyond, consider partnering with local businesses to install service kiosks in their parking areas. Patrons can schedule service online, head to work, drop off their keys at the kiosk, and then your mobile service team can complete the work right on site. This is a great way to expand your service business and create partnerships in the community.

In a world where convenience is everything to consumers, mobile service is not just a nice-to-have; it’s a strategic necessity for dealerships looking to thrive. By meeting customers where they are — literally — you can offer unparalleled service that builds loyalty, drives profitability, and sets your dealership apart from the competition. Embrace the future of fixed ops with mobile service, and watch your dealership become the preferred destination for car maintenance.

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