The Service Department is the driving force throughout the dealership, if successful the clients stay with the brand for many years. The challenge for the Service Department is to give 100% customer satisfaction, together with great prices, short lead times and guaranteed quality. The reality is not quite that simple, yet if every event is handled well then all eventualities can be overcome.
“53% of the average dealership’s gross profit comes from the service department, but only 30% of sales customers bring their vehicle in for service within the first year of ownership. That number drops to 13% after three years and to 2% after five years.”