Your service department is another way to express your shop’s unique brand. If you’ve got a great service manager and strong mechanics, don’t overlook the little things that  can improve customer loyalty and sales. Here are some ideas:

• Make it easy to schedule service. Does your website offer online scheduling for service? Even if it doesn’t, your shop should return voicemails within an hour or so. Otherwise, you’re  telling the caller you’re not interested in their business. (I once left a VM with my dealer to schedule a 600 mile service, and NOBODY EVER CALLED BACK. Naturally, I never WENT back.)
• Keep your service area neat and uncluttered. Messy shops sometimes promise careless service in the eyes of a customer. You probably wouldn’t trust a doctor whose exam room was messy, so why have a messy service area?
• Keep customers updated promptly. Customers don’t like unpleasant surprises, and they always appreciate the updates. Make sure you call or text with estimates and delivery times if your shop finds new issues with a bike. 
• Notify customers about service bulletins before they schedule service. A TSB notice is a good reason for them to bring the bike in sooner rather than later. At a minimum, TSB notices show customers you’re thinking about them. And who knows? When they do come in, they might order additional work or pick up an accessory or two - or more - while they wait. (True story: I once took my Yamaha FJR 1300 in for an oil change and left with a new Kawasaki ZX-14.)
• Do the work correctly, on time, and as estimated. It’s tempting to hire newbie mechanics to save on labor costs, but unless their work is thoroughly checked, it can come back to haunt you. A less experienced mechanic can often take longer than estimated to perform the work, or miss required steps. (Another dealer I used once installed someone else’s tires on my bike instead of the pair I brought to them. After I got them to straighten that out, I never went back.)
• Accommodate customers who need service quickly or after normal hours. Once, I needed tires in Durango, Colorado, and after I told the service manager I was heading home to California, he pulled a tech off another bike, prioritized my job, and got me back on the road within 90 minutes. I’ve since recommended that shop many times. Other dealer heroes have picked up stalled bikes on days they were normally closed - now THAT’s service!