Mobile service is no longer optional for dealerships aiming to improve customer loyalty. In today’s episode of Service Drive, Jim Sabino, fixed operations director at All American Ford, shares how the company’s mobile service program delivers convenience, drives repeat business, and scales service capacity without adding new bays.
Sabino emphasizes starting small with one van and a dedicated team. Mobile service requires full buy-in from sales, service, and BDC teams to schedule appointments and educate customers about the offering effectively. Ford heavily markets mobile service, helping dealerships build recurring customer engagement. Customers can stay home or at work while recalls and routine maintenance are completed on-site.
Training and customer interaction are critical for mobile technicians. They must communicate clearly, present a professional appearance, and handle questions during face-to-face visits. Vans are stocked with common parts such as wiper blades, batteries, and filters for upsell opportunities. Complex repairs that require lifts or specialized equipment are referred back to the dealership. Sabino describes mobile service vans as “urgent care” while dealership bays serve as the hospital for more extensive repairs.
"Whatever we can do to make it convenient and easy, that's what it's all about. We want to remove all the pain points and make it easy for them to do business with us because the next time they need service, they're going to call us because we made it so easy for them."
Mobile service allows dealerships to expand capacity and manage workflow efficiently. Each van completes six to eight jobs per day, factoring in approximately 90 minutes of driving time between appointments. All service visits include multipoint inspections, and findings are sent to customers along with repair orders. This approach ensures minor repairs, recalls, and maintenance are handled remotely, while more intensive work is scheduled for the dealership.
The program also benefits fleet customers, who appreciate reduced downtime and on-site service. Retail customers respond positively as well, with many scheduling multiple mobile visits. Mobile service supports sales initiatives by identifying trade-in opportunities and keeping customers engaged with the dealership. Sabino’s team promotes the program through handouts, mirrored danglers, and a QR code landing page to schedule appointments, creating awareness and driving adoption.
All American Ford currently operates 15 service vans, with additional vehicles arriving before year-end. Sabino emphasizes continuous learning from other operators and refining the program over time. The company views mobile service as a scalable business within a business that provides measurable value to customers and the dealership alike.
