A typical vehicle owner would probably not characterize a maintenance appointment as an enjoyable experience, but ONYX Automotive’s seasonal service clinics have turned a routine service center visit into a pleasant Saturday errand complete with a bite to eat and a little focused time with a service technician.
“It’s a fun event,” ONYX Jaguar and Land Rover Service Manager Tyler Kasper said. “It’s pretty stress-free, where customers can just come in, and we usually have breakfast or lunch here so they can eat and get a tour of the sales and service sides of our dealership.”
This year’s Fall Service Clinic is scheduled from 8 a.m. to 1 p.m. on Saturday, November 21. ONYX BMW Service Manager Nick Appletoft said past clinic customers have reported that they enjoyed the informal atmosphere as much as the complimentary breakfast or lunch and refreshments while they waited for their vehicles.
The service clinics, introduced in recent years and immediately well-received, are for every buyer. Everyone’s invited and ONYX reaches out to buyers from 2015 forward who may not be on a regular routine service plan. The comprehensive inspections allow the dealership to identify impending maintenance needs and recognize minor issues before they become big problems that may lead to major, more costly repairs.
Considering the vehicle’s age and mileage, customers may receive recommendations for interval maintenance or milestone services such as differential fluid or transmission fluid exchanges, alignment, tire replacement, belt and hose inspections, or other checklist items that become due as miles accumulate. Varying special discounts on selected services may be offered during the clinics.
Customers receive an inspection report after the service, but during this event, they may go into the service bay once the vehicle is lifted. This allows the service technician to identify various system components, account for normal wear, and explain any concerns. Many dealerships don’t offer direct access to the technician performing the inspection, passing along information through a service manager, Kasper said, so ONYX service clinic customers tend to appreciate the chance to understand their vehicle a little better.
“When we bring the customer back and actually have them stand under their car with our technician who points to whatever component they’re looking at as a potential problem, the customer has absolute trust in what we’re saying because they see what we see and are talking about,” said Kasper. “It allows us to be transparent.”
Appletoft similarly emphasized trust, likening access to a vehicle technician to a medical appointment where a physician directly discusses observations and test results with a patient instead of dispatching a staff member to interpret and relay exam notes. “At ONYX’s service center, personal interaction creates lasting relationships,” he added.
“Clients have the opportunity to meet technicians,” Appletoft said. “They come in and request ‘their’ technician because they feel they know them.”
The service department can usually provide an estimate for future repairs or maintenance before the customer leaves, and for the customer’s convenience, schedule an upcoming appointment on the spot.
Out of respect for the customers’ time, the full clinic experience takes usually less than 45 minutes, including a look under the vehicle, grabbing a bite to eat, car wash, and scheduling the next appointment.
With two decades in the automotive service industry and nearly 10 years at ONYX, Appletoft believes the dealership distinguishes itself from the competition by putting customer satisfaction ahead of everything else. “Customer satisfaction is our first point of emphasis,” he said.
The ONYX service clinics are far more than inspections and maintenance recommendations. They foster opportunities to educate customers, answer questions, demonstrate expertise, and build relationships that extend well beyond the appointment.
“They allow us to build relationships with our customers,” added Kasper, who’s been in the industry for about a decade. “It’s a unique approach that we have at ONYX.”
The service center is positioned for a full schedule of customers to take advantage of the upcoming fall event. The clinic combines preventive vehicle care, personal interaction, and a visible approach to automotive service along with a complimentary meal for customers to enjoy and time with the skilled team that keeps their vehicles safe and reliable.
More information and online scheduling is available at onyxautomotive.com, or by calling the service department at 402-393-9701.