Fixed Ops Magazine - 2020 Vol17 03 - 10

F EAT U RE

RE B U IL DI N G
A F T E R T HE CRI SIS
How Automotive Dealerships Adapt to Create Future Forward Businesses

A

s the current crisis shifts consumer behavior

including those seeking dealerships and auto service

and business interactions, more than 44% of

stations, would like the option to message with a busi-

local businesses are leveraging technology to

ness via their preferred method: texting. This means

stay open and help customers and staff alike feel safe

that dealerships that want to be found and chosen at

and secure in their centers.

this time, must rank high in local searches and have an
excellent online reputation, while simultaneously offer-

Currently, most auto dealers and service stations are
keeping their doors open during the coronavirus pandemic. Their businesses are essential to many Americans who need to buy or fix cars to get to their jobs
or other critical destinations. In order to create a safe
and comfortable experience, dealers are practicing social distancing in their showrooms, offering to deliver
purchased vehicles, allowing solo test rides, and eliminating certain in-person activities to make a purchase.
But as the COVID-19 situation continues to evolve and
impact our daily lives, many car dealers are starting to
question how this will impact their businesses.

CHANGES IN CONSUMER BEHAVIOR
Ten years ago, customers would rely on the word of a
friend to decide which dealership to visit. But with over
60% of all searches conducted through a mobile device,
today's customers rely heavily on a compelling Google
My Business listing that showcases glowing reviews.
More importantly, the shift to online research and interactions also conveys that more than 89% of customers,

10

ing streamlined and convenient communication.



Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

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