In early summer 2020, Infiniti of Denver debuted a vehicle pickup and delivery program for its service customers. It was an effort to keep customers from defecting because the dealership knew it was going to be without a critical vehicle for months.
Production of Infiniti's previous-generation QX60 midsize crossover would end in December 2020, and a redesigned version wouldn't arrive at U.S. stores until a year later as a 2022 model.
"While we were offering lease extensions to current customers, I was concerned about them leaving the brand altogether," Infiniti of Denver dealer principal Christopher Smith told Automotive News. "We needed something to differentiate ourselves, especially in this time of a product void."
The convenience for customers has also helped draw new business to the out-of-the-way dealership in Aurora, Colo.
"We are difficult to find and not necessarily in the best part of town," Smith said. "What better way to get customer…