Offering vehicle pickup and delivery to customers may not be a good fit for every fixed ops department.
But if a dealership's competitors are offering the service, that dealer should as well to remain competitive, says Lee Harkins, CEO of M5 Management Services, a service department consultancy and training company in Pelham, Ala. And if no others in a dealership's market are offering pickup and delivery, that might be a reason to start to set the store apart.
But Harkins cautions that once a dealership offers pickup and delivery, it must be ready, willing and able to continue.
"I just think it's a great tool for customer retention, but when you're successful with it, you've got to be prepared to scale it," he says. "I don't recommend doing it and then backing off. Once that customer has their car picked up and delivered back to them, they will love it."