A recent LinkedIn discussion got me thinking about how car dealerships are changing—especially how customers interact with them.
I shared that most modern car buyers have already done their research before stepping foot in the dealership. They've compared trims, read reviews, secured pre-approvals, and even started negotiating online. By the time they arrive, they're not browsing-they're finalizing.
That post sparked more thought, because it reflects my own experience.
A Personal Experience That Sparked a Question
When I bought my last vehicle, I already knew exactly what I wanted. I'd spent hours researching online comparing specifications, trims, colors, and pricing. So when I finally visited the dealership, I wasn't looking for advice; I was ready to buy.
But the experience didn't go as planned. The sales manager tried to steer me toward a different model, one they had in stock. That small moment changed everything. I decided not to do business there and went to another dealership that simply listened and delivered what I asked for.
That experience stayed with me. It reminded me how much the buying process has changed. The modern customer doesn't need to be convinced—they need to be understood. They've already done their homework and just want a seamless, efficient experience.
It also made me reflect on how my relationship with dealerships has evolved. When I first started owning cars, I often went to independent shops for service because they were more affordable and convenient. In those days, the dealership service area wasn't the main attraction. It was usually a small room tucked behind the showroom with a few chairs, a coffee pot, and some magazines.
As the years went on, I began returning to dealerships more often for maintenance. Vehicles became more complex, with technology that independent shops couldn't always support.
Fast forward to today, and everything feels different. Cars are smarter, maintenance is more connected, and dealerships have turned service into a core part of the customer journey. For one of my recent vehicles, I even started going to a different BMW store, not where I bought it, but one with a larger, more comfortable service department that offered loaners, shuttles, and rideshare options.
It made me realize something: the service department has become more like the hospitality industry. Customers now choose where to service their vehicles the same way they choose a hotel—based on comfort, convenience, and how well they're treated once they arrive.
When I stay at a hotel, I rarely go to the front desk to check out anymore. Everything, from booking to billing, is handled online or through an app. I only visit the front desk if something goes wrong.
Shouldn't the service department work the same way? Shouldn't customers be able to approve work, make payments, and receive updates digitally—without having to call or stop by unless there's an issue?
And shouldn't the post-sale process operate that way too? Vehicle delivery confirmations, title and registration updates, and warranty follow-ups could all be automated and transparent. Yet, in most dealerships today, these steps still rely on manual calls, emails, and paper-driven workflows.
This is what I call the invisible problem: the part of the customer journey that happens after the sale but rarely gets discussed. It's not flashy, but it's where trust is either reinforced—or lost.
We've already seen what happens when post-sale operations break down. Carvana became a warning for the entire industry. What started as a frictionless, tech-driven buying experience unraveled because of what happened after the sale—tag and title backlogs, delayed paperwork, and state compliance issues.
(You can read more in our post: Tag & Title Collapse: What Dealerships Can Learn from TTMS)
Digging Deeper: What I Found
That question led me to do some research, and I discovered I'm not alone in noticing a shift.
While not universal, there's growing evidence that some brands are expanding their service facilities relative to showroom size.
- Porsche's “Destination Porsche” concept reimagines dealerships with flexible spaces and a stronger emphasis on customer experience rather than inventory display (Porsche Newsroom).
- In Richmond, Virginia, a new Porsche dealership is being built at 38,000 sq ft, nearly three times larger than its current site, combining showroom and service operations (WTVR).
- Fort Myers Porsche recently broke ground on an 80,000 sq ft facility—more than four times the size of its previous location—again, combining showroom and service functions (FortMyersBeach.net).
- BMW of Sterling (VA) operates a 70,000 sq ft complex that integrates sales, parts, and service under one roof (BMW of Sterling).
While these examples don't prove that every manufacturer is following suit, they show a clear pattern: dealerships are investing more heavily in service capacity and customer convenience than ever before.
The Shift Dealers Can't Ignore
If this trend continues, we may see dealership footprints shift away from massive showrooms toward larger, more capable service centers.
Why? Because the modern customer no longer visits to browse. They visit to buy—and to be served well after the sale. The buying journey is increasingly digital, but the service journey is still physical.
That's where dealerships either build trust or lose it.
Customers now expect:
- Seamless digital communication during service
- Real-time updates on vehicle status
- Easy payment and pickup processes
- Transparency across every touchpoint
Those expectations don't just belong to the luxury segment—they're quickly becoming the baseline.
Final Thought
The modern customer has evolved. They know what they want, they value time over talk, and they're loyal to convenience and trust.
Dealerships that fail to modernize their operations—particularly around communication, workflow, and post-sale experience—risk falling behind even if their facilities look modern.
At OmnitrixHub, we believe operational excellence is the new competitive edge. Solutions like ROPayNow and TTMS were built to close these invisible gaps—automating post-service communication, modernizing title and registration workflows, and giving both customers and staff the clarity they've been missing.
If dealerships can make their internal processes as efficient and transparent as their showrooms look, they'll not only keep up with the modern customer—they'll lead the way.
