Fixed Ops Magazine - 2021 Vol18 04 - 24

FEATURE
SHUTTLING
CUSTOMERS
ABOUT
Dealerships Adapt to Customer Expectations
A
s long as customers have had the need to leave
their vehicles at a dealership's service department,
there has been a need to get the customers
home. Most customers have not had the time
(or patience) to wait around at a dealership all day to
wait for their service to be completed. Even if the customers
did summon sufficient patience, unexpected
repairs may have forced them to wait even longer than
anticipated. Either way, this could easily have led to
frustration and dissatisfaction.
In those early years, dealers quickly discovered that getting
customers home swiftly and conveniently was beneficial
to everyone. Decades later, the same theory applies.
According to JD Power's 2019 Aftermarket Service
Index Study, customers who go home instead of wait at
the dealership rate their experience 17 points better on
average. Customers who go home are also more likely
to agree to additional repairs, therefore increasing the
repair order profitability.
From a current profitability perspective, each dealer24
ship's
service team must handle a growing number of
priorities to effectively manage their bottom lines. Given
that, dealerships have adapted how they increase
repair order opportunities while decreasing variable
costs. In the process, shuttle solutions of the dealerships
often become a secondary priority. While the
dealerships may routinely rely on employees driving
loaner vehicles to shuttle service customers to their
homes, the current inventory crunch and the pandemic
may make this reliance less comprehensive. Many dealers
are reducing their loaner fleet to provide high-quality,
lightly-used inventory at a high profit margin.
Here, we will cover the alternate solutions to get people
home and how dealerships are taking advantage of
technology to streamline these solutions.
TRADITIONAL SHUTTLE SERVICE
The courtesy shuttle has traditionally been the first
line of defense. A dealership employee has driven the
customer (or multiple customers at the same time) to
their home or business in a dealership-owned vehi

Fixed Ops Magazine - 2021 Vol18 04

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 04

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