Routine service visits, like oil changes and tire rotations, are the bread and butter of many service writers’ daily operations. But these services don’t have to be the end of the visit. Think of them as a valuable opportunity to keep your customers satisfied and maximize revenue with more profitable services.
By offering complimentary services like alignment checks, TPMS diagnostics or full-body inspections, you can turn those routine visits into high revenue opportunities that could lead to suspension work or filtration services.
Here are a few strategies to help you generate new revenue streams without compromising customer trust.
Routine Service Visits: Start with Small Commitments
Rather than jumping straight into upselling, start with small, easy requests that pave the way for bigger ones. Instead of recommending a full brake overhaul, ask the customer if they’d like you to check their brake pads during an oil change. Small requests build trust and set the customer up to be more receptive to larger service suggestions down the road.
When recommending services that typically come in pairs, such as brake pads and calipers, it’s important to avoid offering one at a time. Customers may request to do just one wheel, but it’s critical to suggest completing the work in pairs. This helps the vehicle remain balanced, providing better results and avoiding uneven wear.
Pro Tip: Stay simple and friendly. Questions like, “Would you like me to check your struts while we’re rotating the tires?” or “Can we check the filters while we’re doing the oil change?” lead to more upsell opportunities.
Position Services as Preventative Investments
When recommending services like brake checks, suspension service, or air filter replacements, frame them as preventive measures that can save money in the long run. For example, tell your customer that checking the alignment can prevent unnecessary tire wear down the road. Likewise, offering a brake check could prevent costly repairs in the future.
Pro Tip: Highlight the long-term cost savings: “If you have your struts checked out now, it can avoid suspension issues that are more costly to repair later on.”
Use Reciprocity to Drive Customer Loyalty
Reciprocity is a powerful tool. When you offer something of value without asking for anything in return, you build goodwill and trust. Start by offering a complimentary brake check or look at the filters during an oil change. This small gesture shows that you’re focused on the well-being of the customer’s vehicle, not just on making a quick sale. It’s an act of kindness that could lead to future sales.
Highlight the Premium Service First During Routine Service Visits
After discussing the routine oil change or tire rotation, present your most comprehensive service package to the customer first. Offer a package that includes the oil change, alignment check, brake inspection, and suspension check. Presenting a high-end package first makes your next offers seem more reasonable and cost-effective in comparison.
Pro Tip: Offer a “maintenance check-up” package that bundles several services. For example, “We offer a full-service package that includes an oil change, brake check, strut and suspension inspection, and air filter replacement. You’ll save $50 by bundling these services.”
Turning routine service visits into revenue-boosting opportunities doesn’t require aggressive sales tactics. It’s about enhancing the customer experience with expert advice, thoughtful recommendations, and personalized service. Whether you’re suggesting brake inspections, a look at suspension components, filter maintenance, or other essential services, the key is to approach the conversation with respect, transparency, and honesty.
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