The Fall Season! A time of intense activity in the service department within a very short period. Appointments follow one another at a fast pace, increasing the risk of long waits for customers.

Customers worry about delays during tire season, which ends (by law) on December 1. This period represents a peak moment for customer loyalty—twice a year. Dealerships must put in place strict processes for appointment scheduling, managing shop hours, the number of customers that can be served, and more.

The service department will be under heavy pressure and must stay organized to ensure customer satisfaction. Appointment booking should be smooth, quick, intuitive, clear, and provide immediate confirmation. Many dealerships already use communication channels such as SMS or email, but it would be wise to include details such as date, time, estimated duration of the appointment, and possible recommendations in those messages.

A visit to prepare
The appointment centre should also check tire wear in advance to speed up the process when the customer arrives for service. Once at the dealership, a quick reception—handled by a third party—should support the service counter. Beware of frequent delays or lack of follow-up. Communication must be personalized and, at the same time, sales-driven.

Turn the customer experience into something positive and memorable, strengthening both loyalty and retention. We know customer retention directly impacts stability, profitability, and business growth. Tire season plays a strategic role, and every leader knows it. Never forget: loyal customers sustain a predictable revenue stream for your dealership!

What will happen in 2035? Tires will be connected, equipped with self-regenerating tread wear, and designed for electric vehicles. The customer experience will be ultra-personalized, featuring fully digital appointments, contactless payment, at-home valet service, and live automatic notifications when the vehicle is in the shop.

Looking ahead
We will face several challenges, including increased competition for tire delivery and at-home installation, investing in technology to remain competitive, training staff on new tools, and adapting to electrification. Service will become green, personalized, and above all, fast.

A typical dealership day in 2035: dream or reality?

1. Predictive analysis of tire condition during online booking—automated based on each customer’s file.

2. Instant appointment scheduling, with artificial intelligence confirming the booking, ordering suitable tires (if needed), or locating the customer’s tires.

3. An autonomous dealership vehicle arrives at the customer’s home. A robot scans the license plate and drives the car into the workshop.

4. Automatic, real-time notifications are sent as the technician works on the vehicle (each step detailed).

5. Automated billing explanation. Online payment upon invoice receipt.

6. The vehicle is ready and delivered back to the customer’s home.

By 2035, dealerships will no longer simply sell services and products, but above all, a customer experience. For now, it may sound like a dream—but remember: even today, you must sell an experience during the busiest season of the year.