Often customers that bring a vehicle in for service purchased it somewhere else at another dealership. There are many causes for this however let's look at this example in more detail. First understand the purchase has already been made and will not be up for discussion. You cannot change the past. That being said there is nothing to gain for your service department to show this customer anything but your best. With a positive service visit it is likely when deciding to purchase their next car they will give your dealership the first shot. I have heard many times "They did not buy it here so put them off." "Don't provide them a loaner they didn't buy it here" We only pick up and deliver for OUR customers" Let me state you should never allow yourself or staff to think like this or treat anyone less than your best. Place your focus on processes that retain every customer and your counts will always grow.