We also augmented our delivery process to make it no-contact — stand 10 feet away, put the keys in an envelope, etc. — but there was a definite increase in consumer demand. On the negative side, our fleet business, our B2B, is pretty big. That includes Uber and Lyft, the rental car space, the auto auction space — all those were severely impacted.
What was the effect on hiring technicians? Did dealership layoffs early in the pandemic make more techs available?
On the tech side, when the pandemic first started, there was a lot of fear about going to someone's home. And then there were the government [stimulus] checks. We had mechanics off-platform, reducing their hours. They were taking that [stimulus] money when it was available to them. When the stimulus ended, that saw them bringing the hours [for YourMechanic] back up.
So the pandemic cut both ways?
There was an increase in demand while there was a decrease in supply [of technicians], which is not ideal.
How about now?
Supply has come back. But we need more technicians. We've seen bigger increases in demand than in supply.
Pre-pandemic, in 2019, you told affiliate Automotive News that you thought your business would flip from 80-20 consumer-fleet to the other way around within a couple of years. Is that happening?
Definitely pre-pandemic — say, mid- to end-2019 — the growth was much faster in fleet. We were bullish on the shared mobility. Here in Silicon Valley, it seemed like there was less reason to own a car and more reason to use different ownership models. I think the pandemic's changed that. I would say we're still very committed to both businesses, but the pandemic has changed where the growth is. The consumer is the biggest share. I think we'll be ready if the world changes to get back to different priorities.