Lithia Motors in March “saw double-digit increases in service, body and parts, driven by a 32% increase in our highest-margin, customer-pay work,” chief operating officer Chris Holzshu says.
According to a survey by The Martec Group, the do-it-yourself market segment is expected to experience growth post-pandemic as consumers feel more confident working on their vehicles.
With a malfunctioning vehicle, “there is a big difference – as much as $1,000 on a repair bill – between tink-tink-tink and thunk-thunk-thunk,” says Wallis Miller of Alldata.
From utilizing Apple’s FaceTime technology to leveraging online condition reports with consumers, there are some best practices dealers should follow when looking to conduct remote appraisals and virtual acquisitions.
The survey found the average cost in 2020 of tightening or replacing a fuel cap, one of the five most common “check-engine-light”-related pairs, was $25.
“We’re not like some of these companies that are just going to sell you a used car,” says AutoNation’s Marc Cannon. “That’s a key part of this business. You have to service the vehicles.”
“I was indoctrinated into service work,” says Darrel Ferguson, who now works for software provider Xtime. “I was forced into it.” In retrospect, “I got lucky.”
“Understanding” is what your customers crave most and what your team must learn to deliver.
Dealers need to take a close look at how they manage the recall process. Every dealership should develop a written policy outlining their safety recall repair management policy, then make sure employees are educated on the policy.
“Pivet’s biggest opportunity to grow is through partnerships with local dealers,” says company executive Alex Fraser.