10 Common Maintenance Mistakes Your Customers Make (And How You Can Help Prevent Them)

As auto dealers and F&I professionals, you're not just in the business of selling vehicles, you're in the business of building long-term customer relationships. One of the most effective ways to strengthen these relationships is by helping your customers avoid common maintenance mistakes that can lead to costly repairs and diminished vehicle performance.

Let's explore the most common maintenance mistakes your customers make and how you can help them avoid these pitfalls.

1. Neglecting Regular Oil Changes

Many customers underestimate the importance of timely oil changes. Engine oil breaks down over time, losing its lubricating properties and allowing harmful deposits to accumulate. This can lead to premature engine wear, reduced fuel efficiency, and potentially catastrophic engine failure.

How You Can Help: Emphasize the value of maintenance packages during the F&I process. Use your CRM to send timely reminders when vehicles are due for service.

2. Improper Tire Maintenance

Tire maintenance is critical, yet many customers neglect it. Incorrect tire pressure affects fuel economy, handling, and tire lifespan. Failure to rotate tires regularly results in uneven wear and premature replacement.

How You Can Help: Educate customers about proper tire maintenance during delivery. Emphasize the value of tire and wheel protection plans. Make tire inspections a standard part of every service visit.

3. Ignoring Scheduled Maintenance

Manufacturer-recommended maintenance schedules exist for a reason, yet many customers view them as optional. Skipping these critical service intervals can void warranties and service contracts, and lead to significant mechanical issues down the road.

How You Can Help: Clearly explain the importance of following the maintenance schedule during delivery. Offer prepaid maintenance plans that make it easy and affordable for customers to keep their vehicles properly maintained.

4. Overlooking Fluid Checks and Changes

Beyond oil, vehicles depend on several other vital fluids, including transmission fluid, brake fluid, power steering fluid, and coolant. Many customers focus solely on oil and neglect these equally important fluids.

How You Can Help: Create educational materials that explain the purpose of each fluid and the consequences of neglect. Offer comprehensive service packages that provide value while ensuring all systems are properly maintained.

5. Delaying Brake Maintenance

Waiting too long to replace worn brake pads is a common and dangerous mistake. This not only compromises safety but also leads to more expensive repairs as rotors and other components become damaged.

How You Can Help: Educate customers about warning signs of brake wear during the delivery process. Make brake inspections part of every service visit.

6. Ignoring Warning Lights

Vehicles have sophisticated monitoring systems that alert drivers to potential issues. Yet many customers ignore these warnings, hoping they'll simply go away or assuming they're not serious.

How You Can Help: Provide a clear explanation of what each warning light means during vehicle delivery. Emphasize that early intervention often prevents more expensive repairs.

7. Using Incorrect Parts or Fluids

Using the wrong oil viscosity, aftermarket parts not designed for specific vehicles, or incorrect fluids can cause significant damage. Many customers make these mistakes when attempting DIY maintenance to save money.

How You Can Help: Emphasize the advantages of dealer service departments that use OEM parts and manufacturer-specified fluids. Highlight the expertise of your factory-trained technicians.

8. Neglecting Air Filters

Dirty engine and cabin air filters restrict airflow, affecting performance, fuel economy, and air quality. This simple maintenance item is often overlooked by customers.

How You Can Help: Add air filter inspections to your service protocols. Consider including filter replacements in maintenance packages. Educate customers about how air filters impact both vehicle performance and passenger comfort.

9. Disregarding Unusual Sounds or Vibrations

Small issues often present warning signs before becoming major problems. Many customers ignore these symptoms until they develop into costly repairs.

How You Can Help: Encourage customers to report any unusual vehicle behavior during regular service visits. Position your service advisors as trusted consultants who can help interpret these warning signs.

10. Attempting DIY Repairs Without Proper Knowledge

While some customers can handle basic maintenance, many attempt repairs beyond their expertise, often creating more significant problems in the process.

How You Can Help: Position your service department as a resource rather than just a repair facility. Consider service plans that make professional maintenance affordable and convenient.

The True Value of Vehicle Service Contracts and Ancillary F&I Products

Vehicle Service Contracts (VSCs) and ancillary F&I products represent more than just additional profit centers; they’re essential tools for promoting proper vehicle maintenance and building lasting customer relationships. As F&I professionals, you have powerful tools at your disposal to help customers maintain their vehicles properly while also driving dealership profitability. The F&I close is a great time to reinforce the value of these programs.

Be A Part of the Solution!

Helping your customers avoid common maintenance mistakes isn't just beneficial for their vehicles; it's also advantageous for your business. Properly maintained vehicles result in higher customer satisfaction, increased service revenue, and improved customer loyalty. By positioning yourself as a partner in vehicle maintenance rather than merely a seller of products, you cultivate the kind of trust that fosters repeat business and referrals.