Want to grow your service business without throwing more money at advertising? Focus on retention. Returning customers cost less, spend more, and refer others like them. Here’s how top-performing service drives keep them coming back.

1. Speak Clearly. Communicate Constantly.

Retention starts with trust, and trust starts with how you communicate. Be clear, be early, and be visible:

• Quote padded timeframes. Better to finish early than miss a promise.
• Mark time on your watch. Show them the countdown.
• Respect the wait. Customers feel time differently in a lounge.
• Make the first move. Don’t let them chase you for an update.

Use every update as an opportunity to reassure them, inform them, and build confidence in your process. Communication isn’t a task—it’s a retention tool.

Pro tip: Ask up front how they want to be contacted and how often. Then follow that preference exactly.

2. Use Complaints to Level Up

Want to know why someone didn’t come back? Ask. Then fix it.

• Surveys aren’t the enemy. They provide free insight into what needs attention.
• Coach the good ones. Ask satisfied customers for perfect scores.
• Own the issues. If it’s within your control, take action—fast.

Don’t let negative feedback discourage your team. Use it to train, improve, and tighten your process.

3. Don’t Let the Visit End Cold

Every customer should leave with two things: a great impression and a reason to come back. Here’s how to ensure it:

• Give your direct contact info. Not just the store number—your line.
• Hand them your card. Every. Single. Time.
• Send a follow-up. Make it short, personal, and warm.
• Become their car-care person. People return to people they trust.

Loyalty is earned one visit at a time. Don’t let your last impression be silence.

Want Even More Retention Power?

Join our weekly Zoom Training Sessions to learn exactly how top advisors communicate, upsell, and retain at elite levels. Want help tailoring a process for your store? Book a free consultation with Fairchild Automotive Solutions.