Why a Modern Service Experience Is Now the Heart of Dealership Profitability
April 30th, 2021 | Fremont, NH
If your customers aren’t buying new vehicles, they’re busy maintaining old ones. Automobiles need routine upkeep, regardless of their age, and trips to the shop have long been a staple for the American consumer.
Fleet maintenance has driven dealership revenue and supported the auto industry for years. Today, as profit margins on new and used vehicle sales continue to shrink, service operations are becoming the core focus. Dealerships are evolving from simple sales hubs into full-service customer experience centers—with offerings like free coffee, snacks, air-conditioned receiving areas, work lounges, and complimentary vehicle washes.
To give this some context, the National Automobile Dealers Association reported $78 billion in Parts/Service revenue in 2011. That number soared to $111 billion in 2020—despite a dip in travel during the pandemic. This represents more than 40% growth in under a decade.
The Importance of the Service Experience
Service and parts are no longer secondary—they are essential revenue drivers. Dealerships that want to increase both revenue and customer retention must now focus on elevating the service experience. Jewett Construction works closely with clients in the automotive sector to prioritize service accommodations from the earliest planning stages.
Key Trends Shaping the Modern Service Drive
1. Dedicated Quick Lanes and Speed of Service
Today’s customers expect efficiency. Many turn to independent shops for basic services like oil changes or inspections, assuming they’ll be faster and cheaper than dealerships. To combat this perception, dealers are implementing dedicated quick lube lanes and on-the-fly diagnostics for alignment, tire tread, and vehicle health—right in the receiving bay. This streamlined process saves time and improves the experience from the first touchpoint.
2. Service Advisor Proximity and Mobile Writer Stations
Customers judge a dealership by their service experience, and service loyalty leads to sales loyalty. In fact, after five positive service visits, a customer is three times more likely to purchase a vehicle from that dealership. This is why Jewett’s layouts now place service advisors front and center—near receiving bays, without walls or desks in the way. These open, mobile stations promote approachability, energy, and genuine interaction with every customer.
3. Tire Sales and Seasonal Service Opportunities
Especially in snow-prone regions like New England, tire sales and seasonal mounting services represent major revenue opportunities. Jewett clients benefit from tire carousel systems, tread-depth diagnostics, and training that helps advisors upsell effectively. These interactions bring customers back between larger services—and every additional visit is a chance to promote more comprehensive work or even introduce new vehicle options.
The Bottom Line
Dealerships that treat the service drive as a strategic profit center—not just a functional need—stand to gain in both revenue and long-term customer relationships. By building smarter, more customer-centric spaces, you create a modern dealership experience that keeps clients coming back.
About Jewett Construction:
Jewett Construction is a family-owned construction management company with a 49-year history in New England. We specialize in commercial construction projects in the office, manufacturing, retail, and automotive sectors. Learn more at www.jewettconstruction.com.
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