Revolutionizing Customer Service with Mobile Service and Fleet Solutions

In this episode Ted Ings welcomes panelists Ed Roberts, Mark Mickens, and Kara Delaine to discuss the paradigm shift in automotive servicing and the rise of mobile service trucks. Discover how convenience and customer-centricity are driving the industry forward, and why dealerships must adapt to meet customers on their terms. 👉 Register for the upcoming Fixed Ops Roundtable EventWhat we discuss in this episode:Ed Roberts shares his perspective on the growing customer desire for convenience. He emphasizes the importance of shifting the mindset from "I can't" to "I can" in order to provide customers with the convenience they seek. By increasing shop capacity, reducing loan car fleets, and embracing mobile service, dealerships can cater to customer preferences and prepare for the future, including the rise of electric vehicles (EVs).Mark Mickens chimes in, highlighting the impact of the pandemic on customer thinking. He mentions how independent repair companies are already capitalizing on the trend and providing services directly to customers at their homes. Mark shares an interesting anecdote about his neighbor, who owns three Teslas and has never visited a dealership for servicing. Instead, a mobile service team comes to his home, reinforcing the growing shift towards convenience and mobile solutions.Ed explains the importance of preparing for the influx of EVs on the market and capturing 100% of the service business. He emphasizes the need for dealerships to adapt and offer mobile tire truck services, as EV owners are accustomed to having their vehicles serviced at their location. By doing so, dealerships can outshine the aftermarket competition that is ill-equipped to handle EV servicing.Episode Highlights:Missed Appointments and the Need for Convenience: We highlight the value of reaching out to customers who miss appointments and offering mobile service as an alternative. The Loyalty of Mobile Service Customers: Once customers experience the ease and efficiency of mobile service, they won't want to go back. The convenience and speed of mobile service foster customer loyalty, making it a game-changer for dealerships. Connected Services: Predictive Diagnosis and Customer Experience: Connected vehicle data allows dealerships to proactively reach out to customers regarding vehicle issues. The ability to analyze the data and offer solutions, such as dispatching a mobile service truck to diagnose and resolve the problem, significantly enhances the customer experience.Convenience as a Closing Process and Differentiator: The need for dealerships to communicate the convenience and added value of mobile service during the sales process. By highlighting the time-saving and customer-centric aspects, dealerships can set themselves apart from competitors.Listen to the episode featuring Ed Roberts, Mark Mickens, and Kara Delaine for even more insights!Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review 👇Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXYThanks, Ed Roberts, Mark Mickens, and Kara Delaine.Connect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement