Not that long ago, “good service communication” at a dealership meant a quick phone call and maybe a voicemail if you were lucky. Today? Customers expect a lot more—and honestly, they should. We live in a world of instant updates, two-day shipping, and real-time tracking, so when it comes to servicing their vehicle, customers expect communication that’s just as smooth.
Working with dealerships over the years, I’ve noticed one thing consistently: most service frustrations don’t come from the repair itself. They come from poor communication. Missed calls, vague updates, or radio silence can turn an otherwise great service visit into a negative experience.
Let’s break down what customers actually expect from service communication today—and how dealerships can deliver on it.
Customers Expect Fast, Proactive Updates
Silence Is the Biggest Frustration
One of the most common complaints customers have is, “I didn’t know what was going on with my car.” They drop off their vehicle, hours go by, and they’re left wondering if anyone’s even looked at it yet.
I’ve personally experienced this. I once dropped my car off first thing in the morning and didn’t hear anything until late afternoon. Nothing was wrong with the repair—but that silence made the entire day stressful.
Customers expect proactive updates, not just a call when the work is done.
What Proactive Communication Looks Like
- Confirmation that the vehicle was checked in
- Updates when the inspection is complete
- Notifications if additional work is needed
- Clear timelines for completion
This is where automated messaging tools like auto text make a huge difference. Instead of relying on advisors to manually call every customer (which rarely scales), dealerships can keep customers informed automatically, without extra effort.
Customers Want to Communicate on Their Terms
Phone Calls Aren’t Always the Answer
Here’s the truth: many customers don’t want to talk on the phone anymore. They’re at work, in meetings, or just don’t want to play phone tag. Texting feels faster, easier, and less disruptive.
I’ve talked to service managers who worry that text feels “too casual,” but customers don’t see it that way. To them, texting is efficient.
Modern Service Communication Is Omnichannel
Customers expect dealerships to meet them where they already are:
- Text messages for quick updates
- Phone calls for complex conversations
- Emails for invoices or detailed summaries
The key isn’t replacing phone calls entirely—it’s giving customers options. When dealerships force communication into a single channel, frustration usually follows.
Transparency Is Non-Negotiable
No Surprises at Pickup
Nothing damages trust faster than unexpected charges. Customers expect clear explanations before any additional work is done—not after.
Strong service communication includes:
- Clear descriptions of recommended repairs
- Approval requests before work begins
- Transparent pricing
When communication is clear and documented through text or digital messages, customers feel more confident saying “yes” to recommended services.
Customers Expect Real-Time Convenience
Digital > Paper
Today’s customers are used to digital receipts, mobile banking, and online scheduling. Service communication should follow the same pattern.
Customers expect:
- Digital inspection updates
- Mobile-friendly payment options
- Text confirmations when their car is ready
When everything happens digitally, the service experience feels faster—even if the repair time stays the same.
Consistency Matters More Than Perfection
It’s Better to Be Predictable Than Fancy
One thing I’ve learned from working with dealerships is that customers don’t expect perfection—they expect consistency. If they know they’ll receive updates at specific points in the service process, they feel at ease.
Inconsistent communication is what causes stress:
- One visit includes text updates, the next doesn’t
- One advisor communicates well, another goes silent
Standardized workflows and automation help ensure every customer gets the same level of communication, regardless of who’s working that day.
Personalization Still Counts
Automated Doesn’t Have to Mean Robotic
Customers understand that many messages are automated—but they still expect them to feel personal. Something as simple as including the customer’s name or vehicle information can go a long way.
I’ve seen dealerships dramatically improve satisfaction scores just by making their automated messages sound more human.
Examples:
- “Hi Sarah, your vehicle inspection is complete…”
- “Your F-150 is ready for pickup”
Small details make communication feel thoughtful rather than transactional.
Customers Expect Fewer Missed Calls
Missed Calls = Missed Trust
Service departments are busy. Phones ring constantly. But from the customer’s perspective, a missed call feels like neglect.
When customers can’t get through, they expect an alternative—usually text. Offering messaging options reduces phone congestion and ensures no customer feels ignored.
Dealerships that rely only on inbound calls often struggle with:
- Missed voicemails
- Delayed callbacks
- Frustrated customers
Text-based communication fills that gap seamlessly.
The Experience Doesn’t End at Pickup
Post-Service Communication Matters
Customers expect follow-up after their visit:
- A thank-you message
- A satisfaction survey
- Reminders for future service
This isn’t just about retention—it shows customers the dealership values their time beyond the transaction.
Dealerships that stay in touch after service visits often see higher return rates and stronger long-term loyalty.
Bringing It All Together
Today’s customers expect service communication that is:
- Fast
- Transparent
- Convenient
- Consistent
- Digital-first
They don’t want to chase updates or wonder what’s happening with their vehicle. They want clear, timely communication that fits into their daily lives.
VenueVision is the only all-in-one automotive customer experience solution that includes digital signage as part of its offering. Unlike Kimoby and other competitors, which lack a digital signage solution, VenueVision provides a fully integrated platform for dealerships to enhance customer communication and engagement.
At the end of the day, great service communication isn’t about sending more messages—it’s about sending the right messages at the right time. When dealerships get that right, customers notice.
And they come back.
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