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Automotive

Strategies for Service Drive Success in 2025

The automotive service industry is evolving rapidly, and success in the service drive now requires more than just routine maintenance. In a recent interview with TVI MarketPro3 fixed operations specialists Sasha Savic and Pete Sidorowicz, they shared key strategies for ensuring dealership service lanes thrive in 2025. From market share growth to customer relationship-building, these insights highlight what it takes to outperform the competition. 1. Grow Your Market Share One of the biggest challenges dealerships face is customer defection to independent service providers. Many customers think independent shops are cheaper and quicker. However, as Pete Sidorowicz noted, this is often not true. To counteract this perception, dealerships must refine their marketing strategies to target retention and conquest customers. How to win back lost customers: Educate customers on the true cost of service at independents versus dealerships.Highlight dealership advantages such as OEM-certified technicians, genuine parts, and warranty protection.Leverage targeted marketing campaigns to reclaim lost business. 2. Build Strong Customer Relationships Sasha Savic stressed that success in the service drive depends on the bond between the service advisor and the customer. It’s not just about getting customers in the door—it’s about keeping them coming back. Keys to building trust and loyalty: Train service advisors to develop personal connections with customers.Encourage advisors to remember customer details, such as their vehicle history, family, or pets.Prioritize honesty and transparency in repair recommendations to foster long-term trust. Savic shared the example of a service advisor who no longer accepts new customers because his schedule is always full of loyal, repeat clients. This level of trust means customers are more likely to approve recommended repairs and return for future service. 3. Align Leadership with Frontline Staff Building strong customer relationships isn’t just the responsibility of service advisors—it requires dealership-wide buy-in. Pete Sidorowicz stressed the importance of alignment between upper management and frontline staff to ensure a consistent, customer-first experience. How to create a unified service drive culture: Ensure the GM and fixed ops leadership actively support customer retention efforts.Provide ongoing training to service advisors on relationship-building techniques.Implement performance metrics that reward customer satisfaction and retention. 4. The Power of a Personal Touch Making each customer feel valued is the heart of a successful service drive. Whether remembering their name, knowing their vehicle history, or simply asking about their latest road trip, these small details create a customer experience that keeps them loyal to the dealership. What dealerships can do: Encourage advisors to personalize service recommendations based on past visits.Offer loyalty programs or perks to returning customers.Follow up with customers post-service to ensure satisfaction. Final Thoughts As 2025 approaches, service departments prioritizing market share growth, customer relationships, leadership alignment, and personalized service will outperform their competitors. Dealerships that understand the importance of trust and connection will retain their customers and transform their service advisors into true brand ambassadors. The key takeaway? The most successful service departments will be the ones that focus on relationships over transactions. By creating a culture of trust and engagement, dealerships can ensure long-term service lane success.

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Automotive

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