Prior to March 2020, service departments virtually all operated the same. Customers pulled their vehicles into the service drive, a service advisor greeted them and performed a walkaround, they either waited for their car or took a shuttle or loaner, then returned when their car was finished to pay.

Almost all of that has turned on its head. At least, for a major segment of service customers. There was little to no thought of sanitation, no hesitation to shake hands, and shared transportation was totally fine. But it’s a different time.

Dealers have the pre-COVID way of doing business in the service department nailed down. But in the new post-COVID era, it won’t work for much of your clientele. How can you meet customer expectations while virus fears are ongoing?

Offer the Opportunity to NOT Visit

Dealers have reported that pickup and drop-off services are being requested more than they expected, especially in areas hit hard by the coronavirus. But it isn’t just because they’re afraid of getting sick – the service is incredibly convenient. Although high-end manufacturers like Lincoln engaged at a brand level previously, it’s an expectation that every dealer from every mainstream brand offers it now as well.

You should offer contactless pickup and drop-off, but also consider sending out mobile technicians. That can increase customer satisfaction even more as they’re not without their cars as long.

Clearly State Sanitation Practices

Previously, your store might’ve had a cleaning checklist on the back of the bathroom doors. Now, customers expect to know how you’re keeping your whole dealership cleaned and sanitized, and how often. Your cleaning regimen for the service department goes beyond because it includes vehicle cleaning too.

On your website and on the entry doors, post a message detailing the steps you’re taking to sanitize the store as well as service customers’ vehicles. This helps everyone feel safe.

Offer Service Department Financing Options

Another expectation now includes making it easy to pay for repair orders. Of course, contactless payment methods are preferred but there are also customers who need important work done that they can’t pay for on the spot.

Partner with a service invoice financing provider to make repairs more accessible to cash-strapped customers. Options like DigniFi are easy to use for both the dealer and the client.

Be Prepared to Change it All Again

At this point, who knows what’s going to happen next? It’s not only possible that there could be further restrictions and social changes during the next six to twelve months of COVID – it’s likely. Be prepared to throw all your progress into a blender and start from scratch.

Customer expectations are evolving rapidly, and your service department can continue to serve them well going forward if you’re willing to adapt on the fly.