The Power of Preventive Maintenance: Building Trust, Revenue, and Reliability

Authors: Tyler Jones and Jeremy Rocha

Titles: Professional Services Consultants

Organization: Karmak, Inc.

A strong preventive maintenance (PM) program does more than keep vehicles on the road. It protects uptime, enhances customer trust, and creates long-term revenue for your shop. In today’s competitive environment, preventive maintenance can set your operation apart.

When done consistently and communicated effectively, preventive maintenance delivers real benefits:

• Fewer surprise breakdowns
• Safer, more efficient vehicles
• Better planning for parts, labor, and shop capacity
• Lower long-term maintenance costs
• Stronger customer relationships

Here are six ways to improve your preventive maintenance program and make it a foundation for success.

1. Read Meters Accurately

Accurate meter readings are the foundation of a reliable PM program. When a reading is entered incorrectly, it can lead to wasted time, premature service calls, or overdue maintenance that puts the unit and customer at risk.

Make sure staff are trained to input readings correctly and perform regular checks to maintain data accuracy. Even a small error can throw off service timing and affect shop productivity. Accurate meter readings are a small, simple piece of the bigger picture, but failing to do so can go a long way toward keeping a promising shop from ever reaching its potential.

2. Use PM as a Chance to Upsell

Preventive maintenance is an opportunity to upsell repairs that genuinely need attention. This is not about recommending unnecessary work. It’s about identifying issues that could lead to downtime, safety violations, or higher costs later on.

A fleet manager or owner-operator will appreciate a heads-up on a repair that helps avoid future problems. Done right, this builds trust and boosts shop revenue.

Tip: Present recommendations with photos or clear technician notes to support the service writer’s conversation with the customer.

3. Coach, Mentor, and Communicate with Technicians

Regular, short meetings help keep technicians focused on the value of preventive maintenance. These could be weekly, bi-weekly, or monthly 15-minute huddles. Use them to reinforce why PM work matters, recognize wins, and build a stronger connection between techs and management.

Sharing actual numbers, such as how much PM work is generating in revenue or how often tech recommendations are accepted, can get your team more engaged and motivated.

Note: Let technicians know their recommendations are supported by leadership. That trust boosts morale and teamwork.

4. Communicate the PM Schedule to the Customer

A preventive maintenance schedule is only effective if your customer knows about it. Communication is critical. Without proper outreach, a unit could miss service or go elsewhere.

There are many ways to notify customers: phone calls, emails, faxes, or mailed letters. It doesn’t have to be complex or high-tech. What matters is consistency.

Make the outreach timely and personalized when possible. Customers who feel informed are more likely to return for service and trust your shop to manage their fleet.

5. Be Prepared for the Upcoming Service

Preparation is one of the most important factors in a successful PM visit. If the correct parts or fluids aren’t available when a unit arrives, everything gets delayed.

This can cause frustration between departments and create a negative experience for the customer. It can also impact technician trust and reduce efficiency across the board.

Use reporting and forecasting tools to know what’s coming. Have the right parts ready based on the VIN, make, and model of the unit.

Poor preparation can lead to:

• Lost time
• Internal tension
• Delays for customers
• Missed revenue

6. Customer Relationship

Preventive maintenance is one of the most valuable services you can provide to your customers. Staying ahead of PMs helps protect the life of their equipment, ensures warranty coverage remains intact, and improves performance and fuel efficiency.

This proactive approach reduces unexpected failures and keeps customers compliant with regulations. It also builds long-term trust and loyalty.

Customers who experience consistent, well-managed maintenance are more likely to return and refer others. PM is a relationship builder.

Conclusion

Preventive maintenance takes time and attention to detail. But it’s worth the effort. It helps you stay ahead of problems, keep customers happy, and build a stronger, more reliable shop.

Start by asking these key questions:

• Are PMs consistently attached to units?
• Are meter readings accurate and current?
• How are customers being notified of due PMs?

Preventive maintenance is more than a routine. It’s a strategy for long-term success.

Want help strengthening your PM process? Contact your Karmak Representative or email ProfessionalServices@Karmak.com.

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