Before last spring, Sellers Buick-GMC performed pickup and drop-off services only when requested by a customer — and it didn't happen often.
Employees would drive together in a dealership vehicle, retrieve a car for service and drive back separately to the dealership in Farmington Hills, Mich. Vehicle sales finalized in customer driveways weren't very common, either.
The coronavirus pandemic, which upended dealership operations and prompted permanent changes across the dealership group, deeply impacted this process for the store, and the entire three-dealership group.
"This isn't about when the customer is asking anymore," Andrew Haller, president of Sellers Auto Group, told Automotive News. "This is about what we have to offer to the customer. And we need to make sure all of our customers know right off the bat that we have these services."
Two dealership employees previously handled remote deliveries for the store. Now, six employees focus full time on what the store calls its Delivery Department. A combined force of one flatbed driver, three concierge drivers for pickup and drop-off and two business development center employees manage the program. For vehicle purchases, salespeople reach out to the BDC to coordinate flatbed or driver delivery once the sale is nearly complete.