The landscape of automotive retail has shifted—radically. Today’s economy is tighter, technology is smarter, and the people on both sides of the counter are more informed, connected, and expectant than ever before. And that means our strategies, culture, and execution in the service drive must evolve with it—or get left in the dust.
But let’s be clear: the fundamentals haven’t changed.
Not in 2025. Not in 2010. Not even in 1910, when Model Ts were rolling out of factories and being brought back for their first oil changes. Whether you’re managing a 10-bay shop in a rural town or a 70-lift metro powerhouse, the formula for success remains the same: take care of people, operate with discipline, and run every repair order like it’s your own money on the line.
What has changed is the speed, the access to information, and—importantly—the lifespan of the customer-vehicle relationship. People are keeping their cars longer than ever. It’s not unusual to see vehicles well past 100,000 miles still in daily service. That’s not just a data point—it’s an opportunity. And the service drive is where that value is either maximized or missed entirely.
Here’s what it takes to stay grounded in the timeless fundamentals while capitalizing on today’s reality:
1. The economy is forcing us to be sharper
Margins are thinner. Consumers are under pressure from inflation, higher insurance, and credit tightening. As a result, every service visit counts more than ever.
Customers are stretching the lifecycle of their vehicles. High new car prices and extended payment terms have pushed them toward repairing and maintaining instead of replacing. That gives us an opportunity—but only if we present services as a smart long-term investment, not just another invoice.
Advisors must be consultants, not clerks. Managers must be present on the floor, coaching every day.
2. Technology should empower, not distract
We’ve got tablets, MPIs, AI call routing, and more—but technology is only valuable if it helps people perform better. It’s not about replacing human interaction; it’s about enhancing it.
Technology should increase transparency for the customer, efficiency for the team, and accountability for leadership.
With longer vehicle ownership, we must use systems to track long-term service history, identify opportunities, and communicate proactively. The best tech supports the long game. And the long game builds loyalty.
3. People still make or break the drive
This hasn’t changed since day one—people drive profit. No amount of technology or process can replace an advisor or technician who’s motivated, skilled, and consistent.
Today’s customer needs help managing their vehicle for the long haul. That takes training—daily huddles, side-by-side coaching, and visible scoreboards that drive performance.
Build your people every day, and you’ll build your numbers every month.
4. The customer experience must be seamless
Expectations have changed. Customers want speed, clarity, and convenience—or they’re gone.
Make scheduling easy. Make check-in fast. Keep them updated in real time. Present maintenance with clarity. Make checkout painless. And most of all—make them feel remembered.
With people holding on to vehicles longer, they want a trusted service relationship, not just a transaction. If your shop feels like a team that knows them and cares about their vehicle, they’ll stay with you—through the entire lifecycle.
5. Accountability is the engine
Training without accountability evaporates. Every person in your service department needs clear expectations, a rhythm of measurement, coaching, and real consequences or rewards.
Accountability isn’t about pressure—it’s about alignment. When everyone knows the target and gets support to hit it, results follow.
Especially in today’s climate, where one retained customer could represent $10,000 or more over the life of their vehicle.
What’s timeless still mattersÂ
This business has always been about people taking care of people, with pride and precision.
Whether you’re managing handwritten ROs in 1970 or cloud-based ones in 2025, the playbook is the same:
- Respect the customer
- Know your numbers
- Take care of your team
- Execute consistently, every day
Technology changes. The economy shifts. But if you stay grounded in the fundamentals while adapting to modern tools and needs, you’ll win.
Final thought: Drive it like it’s yoursÂ
Don’t let complexity cloud the mission. This is still a people business built on process, relationships, and doing the little things right.
Treat every RO like your name is on it. Coach your team like their success is your reputation. Treat every customer like they’ll be with you for the next 150,000 miles—because they probably will.
Do that, and you’ll build a service department that doesn’t just perform… it endures.
