Repeat Customers Are Gained From Great Customer Service

Repeat Customers Are Gained From Great Customer Service

There’s no doubt that car dealerships face stiff competition, especially when it comes to repair work. From independent shops to national chains and local franchise dealers, customers have more options. So how can your dealership stand out? The answer isn’t always in flashy ads or big incentives, it’s in the one thing customers never forget: how they were treated. Exceptional customer service isn’t just a “nice-to-have” – it’s the foundation of repeat business, long-term loyalty, and positive word-of-mouth.

Let me tell you a quick story that drove this home for me personally.

A few weeks ago, I took my truck in for a routine oil change. Simple, right? I had an early morning appointment, showed up on time, and handed my keys over to the service advisor. He told me to plan on about 45 minutes. I figured it would be just enough time to catch up on a few emails.

An hour passed. Then 90 minutes. And not once did anyone check in. No update on timing, no explanation, not even a quick “Hey, we’re a little backed up today, thanks for your patience.” Nothing. Eventually, I walked up to the counter myself and asked what was going on. Turns out they’d finished the service a few minutes earlier. No one had thought to tell me.

Now, was this the end of the world? Of course not. But it did make an impression. As I sat there waiting, I couldn’t help but think that if this is how they treat a regular, scheduled customer, how much do they really value my time? More importantly, how easy would it be for me to choose another dealership or shop next time? The answer: very.

This is exactly why customer service can make or break a dealership’s success.

Your Customer Experience Sets the Tone

Every touchpoint in the dealership matters. From the moment a customer calls to book an appointment to the time they pick up their keys after a repair, they’re forming an opinion. And while they may not remember every detail about the service they received, they’ll definitely remember how they felt.

Did someone greet them with a smile?

If behind, did they get clear updates without having to chase down an advisor?

Did anyone thank them for their business?

These small moments shape the entire experience. And when they’re handled well, they create trust – the kind that brings customers back again and again.

Proactive Communication Is a Game Changer

Let’s go back to my oil change. A single text or quick check-in from the service advisor could’ve changed the whole experience. It’s not about rushing the job, it’s about showing the customer you see them, you respect their time, and you’re doing your best to keep them in the loop. This process is a simple setup inside your dealership’s CRM system.

This is especially important in service departments, where delays can happen. Parts might be delayed, a job might take longer than expected, but if you’re communicating regularly, the customer feels included, not ignored. And here’s the bonus: proactive service doesn’t just reduce complaints—it builds loyalty. When customers feel valued, they come back. They tell their friends. They leave positive reviews.

Repeat Business Is Built on Trust

Many dealers, including yourself, may be chasing new leads. The smartest ones are focusing on retention. Because a loyal customer who comes back for every oil change, brake job, and tire rotation is far more valuable than a one-time buyer. And what keeps them coming back? Not just the price or convenience. It’s how they’re treated.

A dealership that consistently puts the customer first through transparency, respect, and responsiveness, earns long-term trust. That’s what builds service department volume, increases upsell opportunities, and even turns routine visits into future car sales.

Set Your Dealership Up For Success

The experience I had with my truck wasn’t catastrophic, but it was a missed opportunity. A moment where better service could have built trust instead of weakening it. And while I may give that dealership another shot, I’ll certainly be paying attention to how they treat me next time.

Every dealership wants to increase revenue and grow their customer base. But the ones that thrive are those that never forget this simple truth: if you take care of your customers, they’ll take care of your business.

Want to explore how tools and training can help elevate your dealership’s service experience? Learn more about service department strategies and workflows, best practices for service advisors, and boosting retention through fixed ops with the proper systems in place.