Matt Warpinski and Tiffani Stefanescu, Directors of Performance Management at Xtime
One of the most overlooked opportunities within the fixed ops department lies in recapturing declined services: recommended repairs or maintenance items that customers chose not to approve on a previous visit.
In a recent session of our Fixed Ops Focus webinar series, we discussed ways that dealerships can transform these missed opportunities into measurable revenue and stronger customer relationships by implementing a strategic, data-driven approach. Following are some of the key takeaways.
1. Automate and Simplify the Declined Services Process
Manual tracking of declined services is often inconsistent and prone to error. Advisors may forget to log declined items in the DMS, and follow-up efforts can be sporadic. The key is to automate the process: ensure every declined service is captured digitally at the point of interaction. This creates a reliable data trail and enables real-time visibility for both advisors and customers.
Actionable Tip: Use digital tools to prompt advisors, BDC agents and customers with reminders about previously declined services. This ensures no opportunity slips through the cracks and keeps declined items front-of-mind for both staff and guests.
2. Leverage Data for Personalized Follow-Up
Effective follow-up is more than just a sales pitch. Use customer data to personalize outreach—referencing specific declined items, offering relevant discounts, and checking in on the customer’s overall service experience. Strategic discounting can create urgency and incentivize customers to return, especially when offers are time-sensitive and decrease over time.
Actionable Tip: To increase conversion rates, use service follow-ups to give customers a sense of urgency about addressing declined services. For example, send a 15% off coupon shortly after the visit with a reminder about the declined services, followed by a 10% offer two weeks later. This makes customers feel like they may be missing out if they don’t act quickly.
3. Seek Trade-In Opportunities
Sometimes, a customer declines service because the cost outweighs the perceived value of keeping their current vehicle. Use this moment to introduce trade-in options. A simple message offering a vehicle valuation can open the door to a new sale while keeping the customer engaged with your dealership.
Actionable Tip: Include trade-in prompts in declined service communications. If a customer is hesitant to invest in repairs, offer to assess their vehicle’s value and discuss upgrade options.
4. Track and Report Advisor Performance
Consistency is critical. Track how well advisors are capturing and following up on declined services. Use reporting tools to monitor approved, declined, and pending service requests, and set clear goals for reducing the percentage of unresolved items. This not only drives accountability but also highlights areas for coaching and improvement.
Actionable Tip: Review declined service reports regularly with your team. Celebrate wins, identify gaps, and provide targeted training to improve process adherence.
5. Prioritize Data Quality
Accurate customer data is the foundation of effective marketing and follow-up. Train advisors to collect valid email addresses and contact information at every touchpoint. The better your data, the more successful your outreach and remarketing efforts will be.
Actionable Tip: Make email collection a required step in the check-in process. Audit your database for undeliverable addresses and work with your BDC to update records.
Don’t Leave Money on the Table
Using a consistent process for recapturing declined services not only boosts revenue—it helps build trust, deliver value, and create a seamless customer experience. Fixed ops leaders can unlock new levels of efficiency and profitability by automating processes, personalizing outreach, integrating trade-in opportunities, tracking performance, and prioritizing data quality. Schedule a demo to learn how declined service recapture is integrated throughout the full suite of Xtime solutions.