According CNBC, the automotive industry is one of the hardest hit by the COVID pandemic. Now that this is over and we are learning to adapt our lives to living with leftovers, how can you implement some of the practices you have learned to continue to thrive in this cutthroat industry? What are some of the service best practices you want to keep?

You may no longer need to mask up and sanitize every minute, but there are still helpful practices that have been put in place. We take a look at a few you should consider keeping on board and discuss the value of each.

BDC1. Online planning

You may have started using online scheduling to reduce foot traffic during the pandemic, but there’s no reason to get rid of it now. Allowing customers to go online and schedule their appointment provides more convenience and keeps customer satisfaction higher.

Plus, your employees are less stressed when they don’t have to sit on the phone with customers. With less time on the phone, your staff can work hard on other things that need to be done.

2. Adherence to social distancing guidelines

You don’t have to enforce every six-foot spacing rule in the store and waiting area, but it’s still good practice to recommend. The fewer germs we can pass on to each other, the better off we all are.

While there will always be people who won’t want to comply, the majority of your customers will be happy to see that you’re still aware of the situation.

3. Complete car disinfection

When you’re done working on someone’s car, don’t forget to sanitize it. Although it doesn’t seem as important these days, your customers will appreciate the extra effort. It doesn’t take long to wipe down the inside with an antibacterial product.

Plus, the smell left behind will trick your customers into thinking you’ve completely cleaned the vehicle. You are sure to get return business for this one step.

4. Pickup/Delivery

If you talk to your customers, chances are their favorite change was the new pick-up and delivery offer for their vehicles. Instead of taking the time to visit the store, this pickup and delivery service made it more convenient for busy customers. You need to keep picking up their cars from their home or office if you want to keep your customers happy.

Sit down and weigh the pros and cons of this valet service. Most dealerships find that customer retention levels far outweigh after-sales service costs. We believe you will find the same.

Stay ahead of the competition

Over the next few months or years, dealerships competing with you will be dropping these services and features in an effort to save money. If you stick to the program, you will rise above them and win a large number of their customers.

Stick to the plan and continue to deliver all the amazing services your customers love. What you do in the process proves it’s worth it.


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