Service tip: Use a 'leave-behind' strategy to keep customers informed

In addition to proactive and reactive customer engagement in the service drive, having a "leave-behind" strategy ensures customers are informed about offers and opportunities even if they are not engaged directly in their visit to the dealership.

Luciano Ros, director of dealer relations at automotiveMastermind, said while these efforts are often passive, every interaction must still be intentional and targeted. For example, before every service customer's visit, prepare personalized folders with relevant, unique offers, vehicle history reports and dealership point-of-contact details, he said.

"Consider also providing comprehensive packages that include trade-in values, financing options and upgrade incentives," Ros said. "Finally, to maximize visibility while customers wait, use posters and digital screens in the service area to highlight ongoing promotions and offers."