In today’s market, the service lane may be the dealership’s most valuable opportunity to retain a customer before the next vehicle purchase. Skyler Chadwick, Director of Product Consulting at Cox Automotive, said dealers that make service convenient, transparent and personalized can turn fixed ops into a long-term growth advantage.
Joining us on today’s CBT Live segment, Chadwick explores how, as more consumers postpone buying a vehicle, the service department is becoming an even more important growth engine for dealerships. He points to Cox Automotive consumer research revealing that 74% of consumers are delaying a vehicle purchase. As those customers keep their vehicles longer, service visits become a critical opportunity for dealers to protect profitability and retain shoppers within their ecosystem. The relationship, he said, begins even before the service lane, as a confusing appointment process or an unclear website can cause customers to leave before they ever engage with the store.
That is why convenience and communication need to work together. Chadwick encouraged dealers to make scheduling simple, use outreach tied directly to service needs and ensure their marketing and service platforms deliver consistent messages. Additionally, seasonal moments such as back-to-school can create a natural reason to reconnect, but the message has to lead customers directly to an easy next step rather than create another barrier between the customer and the appointment.
Chadwick also argues that technology can increase transparency in service conversations. He suggests that multimedia inspections assist customers in understanding technician recommendations, and faster approval processes can boost the service department’s capacity. Additionally, he pointed out that during Q2 2026, billions of dollars in recommended services went unpurchased, highlighting follow-up on declined work as a significant opportunity. For dealers, the way forward isn’t just about sending more reminders but involves using better tools, providing clearer explanations, and engaging in timely outreach to build trust, reclaim service revenue, and set the stage for the next vehicle sale.
