There will be about 350 Genesis dealers to start nationwide, but Raphael says the plan is that most buyers will seldom need to visit them. He says his goal is to take care of many service needs without a trip to the dealer. "We'll come to you wherever you are," Raphael says, "and bring a loaner car as good as what you have."

Service retention has been the Holy Grail for the auto industry. OEMs and dealers nationally are utilizing Service Customer Pick-up & Delivery as a means to stem customer defection, and reengage lost UIO. See complete article here; 

A few customer quotes regarding their Pick-up and Delivery experience.

"This service makes it vey convenient for my vehicle to be serviced at whichever time that BMW is available to provide service. Were I required to deliver my own vehicle, I would be more troubled to find a service time that was convenient for me as well"

"I love the service, it encourages me to stay with BMW vehicles. It allows BMW to stand apart from some of the other brand cars by offering this"

"If it's not broke don't fix it. A great experience, saves me time. And didn't have to change dr. appts. and you know what a pain in the ass that can be. Wonderful job guys keep up the good work. Kudos to all involved"

Ken Hite is Senior Vice President at RedCap. RedCap's technology and drivers are utilized by OEMs and dealers for Service Customer Pick-up and Delivery, as well as Consumer Test Drives. Ken has 25 years experience within the automotive industry, inclusive of retail, OEM, after-market and start-ups. The auto industry must learn to exceed customer expectations and implement business processes based upon customer convenience.