Implementing a mobile service department is one of the best ways to gain a competitive edge over rival dealerships. The added service can significantly enhance the customer experience and allow the dealership to accommodate more service requests.
In today’s episode of Inside Automotive, we’re joined by Jim Sabino, fixed operations director of All American Ford. Sabino has successfully implemented a mobile service at his New Jersey-based dealership, which currently operates 11 mobile service vans and plans to acquire four more by the end of 2025.
In a previous episode of Inside Automotive, Sabino explained how mobile service greatly enhances a dealership’s operations. Today, he shares key insights from the playbook to help dealers successfully establish a mobile service department.
His first piece of advice to dealers is to start with a single truck. This approach allows dealers to gauge the market and understand customer receptiveness in their area before making a significant investment, thereby minimizing risk and maximizing potential returns.
Secondly, it is essential for dealers to secure the commitment and support of their entire team. Leadership needs to clearly illustrate how this additional service will benefit the dealership as a whole and positively affect all staff members, thereby fostering a culture of innovation and growth.
It’s crucial to treat the mobile service department as a separate business and staff it appropriately. This means hiring additional technicians and, most importantly, a service coordinator. By doing so, dealerships can effectively handle increased customer service requests without overburdening their existing teams, ensuring high-quality service and customer satisfaction.
Most importantly, Sabino recommends dealerships market their services aggressively. It’s unwise to assume that customers know that your dealership offers mobile services. The entire staff, both sellers and technicians, should mention the service to all customers during their interactions.
As Sabino highlights, this innovative approach attracts new customers and strengthens relationships with existing ones. Adopting mobile services is not just a trend; it is a strategic decision that can foster lasting growth and enhance customer loyalty. By starting small, gaining leadership support, staffing adequately, and aggressively marketing the service, dealerships can position themselves for success in a competitive market.
"[Mobile service] is a remote experience that brings a level of convenience to the customer that's really never existed before at this level." – Jim Sabino.
