The Loyalty Strategy That Turns Service Into a Profit Machine

When margins tighten, dealers look for lifelines. And every time, the same truth emerges: fixed ops keeps the lights on.

Paul J Daly and Kyle Mountsier sat down with Matthew Gonzalez of Uber for Business to unpack how a small change in the service experience can drive retention and profitability. Instead of forcing customers to sit for hours waiting on a shuttle, dealerships are using Uber’s platform to turn pickup and drop-off into a seamless, brand-building interaction.

The Big Picture

Many dealerships still rely on shuttle systems that leave customers waiting or frustrated. Gonzalez pointed out that this downtime doesn’t just hurt CSI scores — it limits throughput. Some stores that switched to on-demand transportation saw up to 10 additional repair orders per day because bays opened up faster and customers moved through the process more smoothly.

It’s a simple equation: less waiting means more trust, more cars serviced, and more opportunities to retain customers. According to Uber’s internal data, customers who avoid shuttle delays are 47% more likely to return for future service.

The Playbook

• Replace outdated shuttle systems with Uber for Business to reduce bottlenecks and eliminate downtime.

• Add clear signage in your service drive promoting pickup and drop-off options.

• Train advisors to offer Uber rides during every write-up for jobs estimated over two hours.

• Track ride usage in your CRM to see how often transportation convenience leads to return visits.

• Use follow-up texts or emails to remind customers of this option before their next service.

• Repurpose shuttle staff to focus on customer greetings or vehicle delivery coordination.

Key Dealer Takeaways

1. Friction kills loyalty. The less your customers wait, the more they return.

2. Efficiency pays. Open bays mean more throughput, more work, and more profit.

3. Retention drives stability. A returning customer can represent over $150,000 in lifetime value.

4. Proactive communication wins. Offer convenience before customers have to ask for it.

5. Measure what matters. Link transportation convenience to CSI and RO data to prove ROI.

The best loyalty strategy is not a punch card. It is a frictionless experience your customers remember.