How dealerships can succeed in era of touchless auto service

摘要

In 2018, I wrote an article about how your dealership's service department is moving to your customer's home, and that message could not be more applicable today. Because of the pandemic, touchless automotive service is the name of the game. This has been a consumer preference for some time. Case in point: Apple stores have been offering no-contact service since 2001. Dealers have long been incredible survivors. As Winston Churchill is famous for saying, "Never let a good crisis go to waste." What can you do to come out of this swinging and be even more efficient? How can your dealership further improve the customer experience with touchless service in your service department? You can choose to be the Usain Bolt of the service world and use the right training regimen and processes to trounce your competition, or you can be stuck in the past. My advice is to study what other successful businesses have done. Apple has been the leader in retail sales per square foot - more than $5,500 reported in 2017 - for a good reason. The process is focused on flexibility and the consumer experience and is completely touchless. The customer can schedule visits on the Apple app, and the stores simplify checkout by bringing a touchless credit card reader to the customer. Think about how you can make your employees more nimble, offering the ultimate in convenience and transparency in servicing customer vehicles. Take Tesla, for example. If owners want their vehicles picked up for valet service, they can simply text their spare key to the service adviser.