Pub. 1 2019-2020 Issue 3

Service departments have always had an important role to play in taking care of customers and building brand loyalty, but that is even more important than it used to be. They present a new way of doing business at both ends of the company, front and back. • Radio advertising may not be effective since peo- ple are not driving as much. • Television is more limited because of what isn’t happening in the sports world; people are most like- ly to watch sports on live television, but since that has shut down, they are less likely to see your ads. • Your chances of reaching potential customers are better with digital communication. Customers will want to know whether they can buy a car safely from you. They will want to know about any process changes you are making to eliminate or reduce the need for in-person contact. • Update your website, if you haven’t already, to include information about COVID-19 as it affects your dealership and any special offers you can give them to encourage them to buy. • Make 60-second videos that walk them through the dealership and show them the safety measures you are putting into place. Show them free masks and hand sanitizer at entrances, as well as the way you have rearranged the dealership. Tell them how you are cleaning customer lounges and bathrooms and any other protective measures you are taking, such as disposable seat covers and EPA-approved cleaners. • Give everyone the VIP treatment as much as pos- sible when it comes to picking cars up and then returning them. • Continue to do what you can to make it easier for peo- ple to get things done without visiting the dealership. • Most dealerships have worked hard to offer online sales during the COVID-19 shutdown, which means online sales jumped forward three to four years more than would have been the case without the shutdown. That jump is not going to reverse itself. Many business activities that used to require in-person communication can and should move to video conferencing when possible. People can buy cars in person, remotely, or some combination of the two. The F&I manager, for example, can talk to the customer by phone. Also, service advisers can offer customers video calls for initial diagnostics. Other important steps are as follows: • As you prepare to open up again for business, you will want to conduct a physical inventory of every vehicle on the lot. All dealer tags need to be accounted for. • Update pricing based on current MMR and used car values. • Analyze current and incoming inventory and decide whether you need to adjust pricing to match mar- ket demand. • Review the leases that matured during the closure. Many OEMS extended leases, but you need to un- derstand what the situation is for each lease. • Schedule deliveries for vehicles sold during the shutdown. • Go through the DMV paperwork. Make sure to replace temporary registration with permanent registration. • Look at who reached out to you during the closure. Now is the time to start reaching back. • If you paused data-mining software, relaunch it. • Consider investing in telecommunication software. • Put your business development center to work. • Make sure your loaners are accounted for, washed and fueled. Think about adding to them. The service department was probably open during the shutdown. Service departments have always had an important role to play in taking care of customers and building brand loyalty, but that is even more important than it used to be. They present a new way of doing business at both ends of the company, front and back. This year has become a difficult one for selling automo - biles. As you ramp up your efforts to sell, review every aspect of your business for thoroughness, efficiency and excellent customer service. The fundamentals of hard work, attention to detail and service have always worked in the past, and there’s no reason to think that they won’t continue to work now. Pub Yr 1 2019-2020 | Issue 3 21 CFADA.ORG