A Proven 7-Step Service Process That Drives Fixed Ops Results

Built to improve consistency, customer confidence, and execution — without disrupting advisor flow.

Not about adding complexity — about improving execution of what great dealerships already do.

Where results really come from

Most dealerships already know what a great service experience should look like.

In our experience, the gap between average and exceptional Fixed Ops performance usually comes down to three things:

Process
What should happen at each step

Compliance
How consistently it actually happens

Quality
How well it’s executed and communicated

Our focus is helping teams follow a strong process more consistently … and communicate value more clearly to customers.

The 7-step Service Selling Process

Each step builds on the previous one — from setting expectations, to communicating value, to reinforcing trust and retention.

1. Customer Contact & Appointment Flow
How appointments are handled and expectations are set.

5. Inspection Results
How additional findings are communicated once the vehicle is in the shop.

2. Pre-Visit Preparation
How well advisors are prepared before the customer arrives.

6. Delivery & Next Visit Setup
How value is reinforced and future service is planned.

3. Check-In & Walk-Around
How customer needs are confirmed and initial opportunities are identified.

7. Follow-Up & Retention
How consistently customers are brought back.

4. Maintenance Recommendations & Communication
How recommended services are explained and presented.

The 7 × 3 performance framework

Each step can be evaluated across three performance dimensions:

  • Process … Is the step clearly defined?

  • Compliance … Is it happening every time?

  • Quality … Is it being done well and communicated clearly?

Each step builds on the previous one…from setting expectations, to clearly communicating value, to reinforcing trust and retention.

That creates 21 opportunities to improve performance.

You don’t fix everything at once — we help you identify the steps that create the fastest lift.

Improving execution … not adding complexity

We’re not asking dealerships to disrupt workflows or launch a massive change initiative.

  • No “rip and replace” approach

  • No unnecessary steps

  • No retraining the entire organization overnight

In many cases, the fastest gains come from improving execution of steps already in place

… supported by better tools, clearer messaging, and targeted coaching.

How we support the Service Process

Our role is not to redesign a dealership’s process… it’s to help teams execute the right process more consistently.

Proven in dealerships for decades… supported by real-world training and implementation experience.

Each dealership is supported by a dedicated Liqqid support manager who helps ensure the process is executed consistently — without adding complexity.

They will help your service teams execute this process more consistently by making it easier to:

  • Prepare proactively

  • Communicate maintenance value clearly

  • Present inspection findings with confidence

  • Reinforce trust at delivery

  • Create a repeatable follow-up rhythm

Digital Service Menus, training, and AI tools are enablers

… they help advisors communicate value and help customers make confident decisions.

 

Want to see where your biggest wins are?

We can help you quickly identify the highest-impact opportunities across the 7 steps — without overcomplicating operations.

This framework has been refined in dealerships across the U.S. and Canada for over two decades.

See Your Service Lane Opportunities

15 minutes. We’ll identify your biggest opportunities.