Mobile service can grow well beyond recalls and oil changes when a store commits to building it out. On today’s edition of CBT Live, Jeremy Stephens, Remote Operations Director at Bozard Ford Lincoln, explains how the dealership runs 47 mobile service trucks and where it still sees room to grow.
Bozard started with recalls and light maintenance, then expanded into check-engine diagnostics, two tire vans, an A/C van, and mobile detailing. According to Stephens, detailing opened the door to fleet work, which is now paying off after six to eight months of networking events and sales meetings. He notes that technicians perform multipoint inspections and offer on-the-spot light services, such as air filters and wipers, while referring more complex repairs to a service advisor.
According to Stephens, the vans don’t take work away from the main shop. Each truck averages four to six appointments a day, while fleet days can reach 10 or 12. Of the 80 to 100-plus appointments, only one or two a day need to be moved to the shop.
“It just creates more opportunities, and you’re able to get more customers in that same day or next day,” he said.
Customers now request their mobile technicians by name, building loyalty that lasts beyond the first appointment. Stephens said the BDC offers mobile service whenever callers ask about an oil change or recall and Bozard Ford isn’t alone. Stephens notes that he belongs to a mastermind group with other local dealers, who also report that mobile service is profitable.
