We don’t know what’s going to happen. Nearly all states have stay-at-home orders, and not to minimize the impact on other industries, but the auto industry is taking hit after hit. Factories have idled production and by all appearances, it will be several months before we approach anything close to normal business practices.

The only portions of the auto retail sector operating mostly unrestricted are fixed ops departments. But even that model has been changed well beyond what anyone imagined just a month or two ago. Many dealers are experiencing slowdowns in the service department, putting strain on the livelihoods of everyone they employ.

This is what we have to embrace. Social distancing enforcement may loosen up, but customer sentiment will remain for months or years after. Here are a few thoughts about preparing to do business in the service department going forward.

Keep Pick-Up and Drop-Off Services Running

When the all-clear is sounded, drop-off and pick-up services aren’t something you’ll be able to dial back. You can’t put that toothpaste back in the tube. Since it’s a service nearly everyone is offering right now, it’s become a standard by which many customers will measure CX.

Plan now to staff pick-up and drop-off services for service customers. That could mean hiring extra staff or it may mean including it in certain roles. Perhaps a service advisor’s role is completely changed to service only 5 to 8 clients daily including off-site check-ins and walkarounds. Perhaps the technician is paid to pick up the car and return it. Or possibly it’s a valet. This is a time to become innovative.

Change Pay Plan Incentives

In the immediate future and perhaps well beyond, typical pay plans won’t be enough income to support commission-based employees. It would be a great idea to switch to an hourly wage or salary with incentives for customer service and accuracy rather than volume.

To be honest, I don’t know how well it will be received by piece-work and sales-focused staff. However, my opinion is that many in this time would be satisfied to have secure employment over the uncertainty of the commission structure.

Off-Site Servicing is an Idea

A search for mobile car lifts comes up with intriguing possibilities. It’s no stretch to imagine worried customers and vulnerable populations that don’t want to visit a busy service department. Another option is a mobile technician, possible more than one, that attends a customer’s home or business to perform minor repairs and maintenance from a mobile lift trailer.

This isn’t a new idea and there are logistics that need to be ironed out. Insurance, parts supplies, RO write-ups – there are wrinkles in the fabric. To differentiate your business and to serve a growing demographic, it’s an option to seriously consider.

There’s so much up in the air right now. What I’m confident that most will agree is that we will not be returning to business as it was. Proactively find ways to stay relevant and return to profitability as fast as possible.