Frank Eckert, president of Eckert Solutions Group, says dealership service drive losses often stem from unclear pricing, slow scheduling, and inconsistent processes rather than customer resistance. On the latest episode of Service Drive, Eckert shares strategies to increase guest satisfaction, improve online scheduling, and boost revenue.
According to Eckert, transparency and efficiency are key to retaining service customers. He asserts that guests primarily care about two things: how much and how long. “If you clearly communicate both, you prevent stalls, cancellations, and lost loyalty.”
He notes that many online service schedulers lose potential customers by the third click due to missing pricing information or inadequate service descriptions. Simplifying online scheduling and providing clear pricing builds trust and reduces drop-offs, Eckert adds.
Additionally, pricing remains a challenge for many dealerships, Eckert notes. He said monitoring “take rates,” or the percentage of guests who accept a service offer, can reveal whether price or value communication is driving hesitation. Service advisors can be empowered to offer small adjustments, such as seasonal specials or employee rates, to secure the sale and build an emotional connection.
“It’s about meeting the guest where they’re at.”
On the other hand, AI-driven scheduling is another tool Eckert recommends. He highlights systems that allow customers to book, reschedule, or cancel appointments 24/7, with instant email and text confirmations.
Consistency among dealership departments, such as sales, service, and parts, is essential for delivering a seamless guest experience, Eckert explained. By ensuring marketing efforts are accurate and follow-up strategies are effective, dealerships can confidently re-engage lapsed customers.
Ultimately, Eckert concluded that dealerships focusing on transparency, efficient scheduling, and AI integration can retain more customers, improve satisfaction, and protect revenue.
