Dealerships invest significant time and resources to build customer loyalty through their service departments, yet many miss opportunities to turn those relationships into repeat vehicle sales. As customers keep their vehicles longer and competition for every sale grows, dealers who connect the service lane with the showroom can improve retention and increase sales.
Piermichele Robazza, Global Practice Director, Aftersales, at Urban Science, shared his perspective with Automotive News on why dealers struggle to convert loyal service customers into repeat buyers. Drawing on Urban Science’s 2026 Harris Poll research, he explains how early customer engagement, stronger collaboration between sales and service teams and dealership-wide accountability can help dealers strengthen service-to-sales strategies, improve customer retention and drive more repeat vehicle sales.
