The coronavirus pandemic, with its associated state-mandated lockdowns and limitations, forced many customers across the country to work from home, reducing wear and tear on their vehicles. Some delayed bringing vehicles in for service to avoid face-to-face contact. As a result, franchised dealership service departments had to adapt and innovate.
They introduced or accelerated programs already in place, such as pickup and delivery, mobile service vans, "touchless" customer interactions and sanitization of vehicles. But once the pandemic ends, which of these programs will continue, and why?
Those "lasting changes" were discussed Oct. 29 during the fourth session of the 2020 Fixed Ops Journal Forum. The third annual event was held online this year over five Thursdays.
Here are edited highlights on select topics.
Bergamotto: The "wow" to the customer is second to none. ... I know it's the future. There's no way to ge…