When service department traffic plummeted in the early weeks of the coronavirus pandemic, dealerships quickly shifted gears to ease the minds of customers worried about human contact.
We'll come get your car, service it and bring it back to you, service departments told customers. You stay at home. No extra charge.
A concierge service that had been chiefly offered by luxury brands suddenly became a must-do for mainstream brands to keep their service bays busy while their customers were hunkered down under state-mandated stay-at-home orders.
But when the urgent need to pick up and deliver cars ends, should dealerships continue to offer the service? And if they do, should it still be free?