This has led many owners to improve their dealership experience by creating a quick lane in their service department that’s devoted to common maintenance items that should take no more than 20 or 30 minutes. Specific technicians are assigned to work vehicles that arrive in this lane, and if the appointment runs over the promised amount of time, the next oil change is free. Customers love these sorts of guarantees because it provides them with clear expectations of how much time to expect to spend at the dealership, as well as holding the dealership accountable for keeping their promises.
If a concierge program isn’t a possibility, loaner vehicles offer a way for customers to simply drop their vehicle at the service department and go. The fleet of loaner vehicles should vary and include small trucks, compact cars, and medium-sized cars so every customer can be temporarily put in a newer/nicer version of their current vehicle in hopes that when the time comes, they’ll be excited to upgrade.