Guide To The Service Department: A Strategic Insight for Service Managers

by Kristine on July 15, 2022

If you're a service manager, you likely have a strong understanding of how important your department is to the overall success of your dealership. It's true that sales and marketing can bring in new customers, but your service team will be the last stop before they leave with their new purchase. And if you want to keep these customers happy—and coming back for more—then it's up to you to make sure your employees are performing at their best. And here's where things get tricky: while there are many ways that dealerships can improve their bottom line by improving their services division, not all of them involve just throwing money at the problem. There are several cost-effective ways that service managers can enhance operations within their departments without breaking the bank.

1. Make a Strong Value Proposition

When you're in the service business, you're always selling. You're selling to your customers, and you're also selling to your internal employees. And if you want to be successful, those two things need to work together.

When it comes to selling yourself and your company to your employees, there is no better way than a strong value proposition.

A good value proposition is essentially what makes your company special—it's what makes people want to do business with you instead of someone else. It's also what makes people want to work for you instead of somewhere else. It should be unique and differentiated from the competition in a way that speaks directly to your audience's needs and wants.

A great way for managers to make sure their value proposition is top-notch is by asking themselves: "What does our company stand for?" Then ask yourself: "How do we demonstrate that? How do we show it?"

To make your service department as strong as possible here are some key things to remember:

  1. The best way to improve your service department is by keeping it organized, which means having a clear plan for every customer experience.
  2. Make sure your staff is trained and ready for anything—your customers will notice if they aren't prepared, and they may not come back!
  3. Always offer solutions—your customers want to know that they can trust you.

2. Streamline Processes

The service department is the heart of your business. If your customers don't feel like their experience in the service department was a positive one, then they are less likely to come back—and more likely to tell their friends about their bad experience.

That's why it's so important to streamline your processes as much as possible. When you can make it easy for your customers to get in and out of the service department with minimal hassle, they'll be more likely to come back because they had a good experience with you.

Here are three tips to help you streamline your service department's processes:

  1. Create a checklist for each step of the process. This is a simple way to ensure everyone is on the same page and working towards the same goal.
  2. Automate time-consuming tasks. Most companies use some form of software like Quickride to manage their workflows, but if yours doesn't, consider investing in one that will help you save time and energy.
  3. Reduce waste by eliminating unnecessary tasks and workflows so you can get more done in less time. This means looking at every step of your process from start to finish and identifying what steps can be eliminated without hurting your business or customer service levels.

3. Provide Training for Continuous Development

When it comes to service management, training is essential for continued development. In fact, it’s one of the best things you can do for yourself and your team. And yes, we said “you”—because when you train your employees how to do their jobs better and more efficiently, they will be able to offer better customer service and support.

Training helps you improve on what you already have or learn new skills that can help in other areas of the business as well as make improvements in areas where there are gaps or problems developing within the organization itself.

There are several ways in which training can help:

  1. It helps you to understand what your customers want, and how they feel about your service department.
  2. Training helps you learn how to communicate with customers more effectively, so you can better serve their needs.
  3. This helps you identify gaps in your business, so you can fill them and improve the overall experience for your customers.
  4. Training helps you develop a cohesive team that works together well and is willing to put in the effort needed to satisfy customer needs and expectations.
  5. Lastly, it allows you to develop a culture where employees take pride in their work and are motivated to do their best because they know that it matters!

4. Provide Tools to Assist Employees

The service department is an essential part of any successful dealership. It's where your customers come when they need help, and it's the place that keeps them coming back again and again.

But with so much to do, it's easy for the service department to get overwhelmed. The good news is that there are tools available to make your job easier! Here are four tools essential to car dealerships:

  1. Dealer Management System: It allows you to save time, money, and effort by using one tool instead of multiple tools to run your business. It also makes it easier for customers to find you on the internet because they only have to search once! You'll be able to see everything from inventory management to sales reports in one place.
  2. Warranty tracking system: Having a warranty tracking system gives you peace of mind knowing that your cars are safe from any potential problems, while also providing customers with a sense of security knowing they'll be covered under warranty if something goes wrong down the road!
  3. Customer relationship management (CRM) solution: CRM solutions aim to increase customer satisfaction by improving communication between staff members across departments and/or locations, as well as between customers themselves through email marketing campaigns or other means of outreach such as social media platforms like LinkedIn or Facebook."
  4. Vehicle management software - For dealerships that provide shuttle service to their customers or plan to do so in the future. One of the service manager's most important responsibilities is to ensure that each of his or her drivers takes the most efficient route possible. Route optimization software, such as Quickride, can predict and select the most efficient routes by taking traffic, weather, and road conditions into account. Service managers must be aware of where each driver is at all times, whether for shuttle, parts, mobile technicians, or vehicle pickup and delivery, in order to optimize routes and ensure that their resources are used as efficiently as possible.

5. Create an Engaging Environment

Hospitality is the cornerstone of a great service department. The same is true of your customers—they don't want to feel like they're being sold to or ignored; they want to be treated like people, with respect and empathy. They also want to know that you're there for them when they need you.

So how do you create this environment? Here are some tips:

  1. Make sure everyone in your organization knows what's going on. Have regular meetings so everyone can share ideas, concerns, and updates. This will give employees an opportunity to build relationships with one another and help them feel like they're part of the team. It will also allow them to get more involved with the business as a whole and feel invested in its success (which will increase productivity).
  2. Communicate regularly with customers through email newsletters, social media posts, etc.; this gives them insight into what's happening at your company, makes them feel valued (because they have access), and keeps them engaged so that if problems arise or questions arise later on down the road, they'll still remember who you are (and hopefully come back).
  3. Be personable! Make sure your employees know they are important to you. Make time to talk to them about their lives outside of work, and show them that you care about them as people. For example, if an employee tells you that they just got engaged or had a baby, take some time out of your day to congratulate them on their good news! This will help create an environment where everyone feels connected and like they belong at work.

6. Utilize Social Media

Social media can be a great way to reach out to customers, promote your business and services, build relationships with customers, and promote your brand. The key is using it regularly so that you don't get lost in the noise of all the other brands out there vying for attention.

One way to help make sure your team stays on top of things? Stay active in your social media presence. If you're not using social media for your business or brand, now's the time to start—and if you are, now's the time to make sure you're doing everything right.

Here are some tips:

  1. Be present-minded: Make sure your team is giving their full attention to their posts and tweets at all times. It's easy when people get busy at work, but it's important that they stay fresh in their followers' minds with regular updates and new content.
  2. Be professional: Keep posts professional, even when they're funny or lighthearted. Don't use slang or curse words—you never know who might see it!
  3. Be consistent: Keep posting consistently so people know what kind of content they can expect from you regularly. You don't want people wondering whether or not they can expect new content from you.

Remember: You don't need tens of thousands of followers on Twitter or Facebook; just enough people who live nearby where they could fit into your demographic profile (and might even turn up at a dealership someday).

7. It's time to get strategic

Your service department is the engine that drives your dealership. It's what keeps your customers coming back, and it's how you earn their trust and loyalty.

But what if you could do even better? What if you could make their service experience the best part of their day?

The truth is, it's not all up to you—especially when it comes to customer satisfaction and loyalty. You need a partner who has the same goals as you, and that's why we created Quickride. Our team knows how important it is for a service department to be able to offer customers an exciting experience every time they walk in the door. That's why we've created a unique approach to providing quality service that is unlike any other in the industry: we use our proprietary algorithm to create an experience that makes everyone feel like they're getting VIP treatment every time they come in for an appointment.

If this sounds like something that would benefit your business or dealership, contact Quickride today!


If you're looking to improve your bottom line and build customer loyalty, a great service department is a good place to start. But if it's not the only place you start, you could be missing out on some valuable opportunities.

It's not just about having a great team of employees. It's about having a team that is ready for whatever comes their way—a team that can improvise when things go wrong and make sure that every customer leaves with a smile on their face (and maybe even some new products or services to try).

A great service department isn't an accident—it's the result of careful planning, thoughtful execution, and constant feedback from your customers.

Topics: customer experience, dealership shuttle service, dealership management software, automotive business, car dealerships, customer satisfaction, service manager