Mobile service is one of the fastest-growing opportunities in fixed ops. On today’s episode of Service Drive, Bozard Ford Lincoln’s Remote Operations Director, Jeremy Stephens, shares how his team completed more than 2,000 mobile service appointments in a single month and how other dealerships can achieve similar results.
Stephen began at Bozard Ford as a service manager to help manage the shop’s backlog, which was running six weeks behind. When Bozard Ford Lincoln launched its mobile service operations two years ago, it started with just seven vans. Today, the dealership operates 38 units supported by approximately 40 technicians. The vans run six days a week, Monday through Saturday.
To scale operations, Bozard went all-in, purchasing vans even before they had enough technicians or customer demand. The primary goal was to relieve shop capacity, and each van averaged four to five repair orders daily.
"It's a lot of process changing and trying new things, failing a lot, then picking yourself up, brushing yourself off and going back after it."
Whenever customers call to schedule service, mobile service is presented as the first option. Online bookings also highlight the mobile option. To further push the envelope, Bozard challenged its communication center to schedule as many same-day appointments as possible. Customers were surprised and delighted to receive service in as little as four hours. Over a three-week period, the dealership completed more than 250 same-day mobile service appointments.
The mobile vans also serve as moving advertising. When neighbors see a vehicle being serviced in a driveway, curiosity often follows. To capitalize on this, mobile technicians carry business cards to convert onlookers into customers. Each van also displays a QR code on the back, allowing potential customers to book appointments immediately.
Bozard Ford Lincoln operates several types of vans to maximize service: tire vans, oil change vans, diagnostic vans, fleet vans, and air-conditioning vans. While the work each van completes varies, the overall average is 3.8 jobs per day.
Mobile service is clearly the future of fixed ops, and customers are responding positively. Stephens reports that his team receives 150 to 180 perfect customer surveys each month. Maintaining high service quality relies on choosing the right technicians—those who have proven themselves in the shop, demonstrate a strong work ethic, are trustworthy, and maintain a friendly attitude.
Any dealership can implement mobile service, but standing out is key. Stephens encourages mobile techs to ask if customers need additional assistance after completing service. Even small gestures, like helping replace a blown-out porch light, make the experience memorable.
Having met their initial goal of alleviating shop capacity, Stephens and his team are now pursuing new objectives. Next year, they aim to expand fleet service to 50% of operations and may implement shift schedules to keep vans on the road longer.
"It's a lot of process changing and trying new things, failing a lot, then picking yourself up, brushing yourself off and going back after it."
