Mobile service continues to divide dealership fixed operations strategies, with some dealers fully scaling mobile fleets while others rely on pickups and deliveries or traditional service drive models. During the latest Service Drive episode, in a “roundtable” discussion, industry leaders Jim Sabino, Tully Williams, and John Fairchild examine how OEM support, customer preferences, and technician staffing are reshaping the future of service operations.
Jim Sabino, Fixed Ops Director at All American Ford, confirms his dealership operates 17 mobile service units every single day. The units provide a wide range of services, from completing maintenance, recalls, and even light repair work, right in the customer’s driveway. According to Sabino, Ford’s OEM support is a key driver of this success, with the manufacturer backing mobile services through training, marketing, and fleet investment. He also notes that Ford has deployed approximately 4,500 mobile vehicles across its network, making it the most advanced OEM in the space.
[Mobile services are] a great opportunity to expand your footprint within your organization without expanding brick and mortar. It gives that convenience level that’s never really seen before at this level.”– Jim Sabino
Conversely, Tully Williams, Fixed Ops Director at The Niello Company, confirms that his stores have not adopted full mobile service due to manufacturer limitations and luxury brand expectations. Instead, the dealership focuses on pickups and deliveries, which include loaner vehicles and concierge-style service.
According to John Fairchild, Fixed Ops Coach and President of John Fairchild Solutions, Ford’s structured program has enabled a broader rollout, while other manufacturers limit off-site diagnostics or programming capabilities. Therefore, he agrees with both approaches, taking into account the customers’ needs and the manufacturer’s limitations. With the exception of Ford, Fairchild alludes that other manufacturers aren’t rolling out mobile services.
The panelists agree that OEM backing is a major factor to consider whether dealers adopt mobile service at scale.
Retention and fleet growth
According to Sabino, mobile service drives strong retention rates, with repeat bookings and referral growth from neighborhood visibility. He alludes that data has revealed “retention is through the roof,” with dealers reporting that Ford’s mobile service creates incremental business rather than simply shifting existing service drive volume. Fleets, rental agencies, and municipal accounts, he says, represent a major expansion opportunity for mobile operations.
Service drive v. mobile trade-ins
Williams, however, raises concerns that mobile service reduces exposure to in-store upsell opportunities, such as used-vehicle acquisitions. Yet, Sabino counters that digital tools now replicate this interaction through automated trade-in offers triggered when repair orders are opened.
“If we do a great job at retaining the customer in the service drive, like I said, we’re at 72%, the goal of them buying the next used or new car from us is really high.” – Tully Williams
According to Sabino, although customers may miss out on the traditional in-store appraisal conversation, with mobile service, they receive a “digital handshake.” He says that sometimes a text message may not be ideal, but it plants the seed and gives the dealership the opportunity for customers to investigate whether the suggested trade-in price works or not. Then a salesperson gets tagged in to either call them or drive to them to complete the transaction.
Staffing, training, technician evolution challenges
Staffing challenges emerged as a shared concern across all three panelists, particularly in recruiting and retaining technicians.
Sabino said mobile technicians must be both technically skilled and customer-facing, requiring additional training and onboarding compared to traditional shop roles. He notes that many technicians are trained through OEM programs and paired with experienced mentors before operating independently.
However, Fairchild said many dealerships still lack structured career pathways for service technicians, which he believes is contributing to retention challenges.
“Technicians aren’t as worried about money as we really think they are. You’ve got to have recognition, coaching, all the different things that make it a quality place to work.”– John Fairchild
The panel also discussed limitations of inspection in mobile environments, with Fairchild noting that full diagnostics are often better suited for in-dealership service bays.
However, Williams said service advisors remain the most trusted role in the dealership, reinforcing the importance of strong communication and customer relationships regardless of service delivery method. “The most trusted person at a car dealership is normally the service advisor,” he said.
Ultimately, the panelists agreed that mobile service adoption will continue to expand, particularly among Ford dealers, while other brands will maintain hybrid approaches shaped by customer expectations and manufacturer constraints.
