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By Nick Mottas

he pandemic taught us the importance of convenience, and companies like Uber Eats and
TInstacart can attest. Convenience is why Amazon is the world’s largest online retailer, and why
Carvana has captured market share.

Before the pandemic, dealers offered services like video $275 with concierge, with 50% of customers willing to pay
conferencing, at-home test drives, electronic paperwork $20 for it .
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processing and concierge. During COVID, these services
became critical. These statistics demonstrate that when you offer vehicle
concierge, you’re a bigger market standout.
Our industry proved it can pivot quickly to adopt a fully digital
process, yet today’s consumers expect the most efficient Here are even more reasons:
shopping experience, whether they’re buying food or a car.
1. Long wait times are no longer an issue. With
However, they still rely on your dealership’s personal multiple rooftops, concierge helps you load
expertise. balance by accepting cars when (and where) it’s
best for your techs.
Consider these statistics: 2. 67% of customers will pay more for a great
experience1 and 51% will spend more for repairs
• 62% of consumers want a relationship with their when they’re home . Capitalize on service pickup
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dealer extending beyond a simple transaction and delivery.
to one where the dealer serves as mentor or 3. Location is irrelevant when someone else drives
advisor . 1 your car.
• 36% of consumers are very satisfied with their 4. The most appealing dealership concept for
dealership . 1 consumers is Service Drop-off and Pickup Plus
• 61% said that the shopping experience has not Loaner Vehicle . (Be an even bigger standout in
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improved since their last vehicle purchase . your market!)
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• 42% are satisfied with how long the dealership
process takes . You deserve better retention because your dealership offers
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the best service. Lack of retention costs you approximately
With service, your mechanics provide the most specialized $15.9 million in annual revenue because 70% of your
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expertise. But how do customers perceive dealership service customers fail to return for service each year .
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in general?
Make service convenience priority one, right now. Your
Some pain points include : customers will thank you.
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- It took longer than expected. Nick Mottas, a former CarMax executive, is co-founder and CEO of HopDrive,
- I had an appointment but waited in line. the nation’s leading concierge vehicle service for dealerships.
- No loaner vehicle.
- Inconvenient location . 1 Cox Automotive, Reimagining the Automotive Consumer Experience,
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February 2020
2 Cox Automotive, Car Buyer Journey Study, April 2019
Here’s why vehicle concierge eliminates these pain points. 3 Xtime and Cox Automotive, Fixed Ops eBook, July 2021
4 Cox Automotive, Service Industry Study, 2018
89% of consumers say they find service concierge very 5 Cox Automotive, COVID-19 Consumer and Dealer Impact Study, June
2020
appealing . 80% say they would switch to a dealership 6 Darrel Ferguson, Director of Performance Management for Xtime, a Cox
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offering concierge . The average RO spend increases by Brand, August 2021
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7 Cox Automotive, A Fresh Focus on Fixed Ops is Paying Off, January 2019
com
30 www.maada.com
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