With little advertising beyond word-of-mouth among existing customers, the Express Service Lane at Fred Beans Nissan in Limerick has doubled the number of service customers in the 12 months since it launched last January 1.
“We recognize that many of our current customers want fast, clean, convenient services that get them back to work or home or on to other activities with the least delay,” says Fred Beans, president of the 13-dealership automotive group in southeastern Pennsylvania. “They aren’t looking for the traditional dealership experience, and we want to honor that trend without diminishing our quality or losing our personal touch.
“This is a totally separate business within our current business, providing us with a new way to meet our customer’s needs.”
For the customer requiring simple maintenance, Express Service can take care of the vehicle and put the driver back on the road fast.
“We’re currently performing twelve oil changes a day, compared to the six we did at the beginning of last year when the Express Service Lane opened,” says Chris Mancini, general manager of the Nissan dealership.
Nissan’s Express Service, staffed by a team of four technicians, conducts a 27-point check on every vehicle and performs oil changes, tire rotations and replacement of wiper blades, air filters and light bulbs.
“We can do this work for any make and model, and if we don’t complete your service within 30 minutes, the next one is free,” Mancini says. “Plus, there’s no additional charge to use our Express Service.”
The speed does not impact the quality of the service, says Mancini, and customers can also count on the express techs to report back on any larger issues that appear during their routine procedures, just as the service department’s other technicians would do.
Fred Beans Express Service Lane programs were also launched last year in Doylestown at Ford Lincoln Mitsubishi, Dodge Chrysler Jeep and Nissan.