Is your dealership convenient for consumers to conduct business with? Industry wide, the answer is a resounding "no". Service customers wouldn't defect at a rate of 70% plus if your dealership made the consumer experience convenient.

Listed below are numerous customer comments (unedited) from franchise dealers that provide Customer Pick-up & Delivery for service customers (CP/Warranty/Recalls). The highlighted quotes demonstrate how Pick-up & Delivery Service can have a significant impact upon where consumers choose to have service performed.

• "I really like this pickup and deliver service. It sets [Customer's Dealership] apart from other dealers in a big way."
• "Very easy process. A ok'd service."
• "great service for times when no loaner"
• "Great service but it really should be included. Other high end dealerships have it."
• "I love the service , it encourages me to stay with [Customer Vehicle Make] It allows [Customer Vehicle Make] to stand apart from some of the other brand cars by offering this ."
• "I would pay to save the time. Plus, [Competing Vehicle Make] charges 35 for a loaner so it would be a wash in my mind."
• "Nick is a most pleasant young and and always helpful with any of my questions."
• "Thanks you for a great service"
• "The driver is sooooo nice and kind."
• "great experience! thank you!"
• "Great service, great people"
• "My first service experience at the dealership was not great. I feel like someone noticed and is trying to make that right which is the important. Things happen but it's how you deal with that really matters and in that I'm very satisfied."
• "The driver Jess was very pleasant and professional."
• "Good idea especially for a disabled persons like me who use a cane."
• "Right on time for the vehicle exchange. Great service"
• "This is the first time I've used this service and so far it's extremely convenient. I hope it continues. I would prefer not to have to pay for this service in the future but I could be persuaded!"
• "Smooth and on time as scheduled. Like this service
  So easy! Thank you!"
• "appreciated the service - very conducive to business (and its a business lease) thank you"
• "A smart way to capture the business."
• "This service would eliminate the hassle of getting to your "X" Ave. location. I'm for it."
• "Perhaps a lower nominal fee (20-40 dollars). However, It's a good service to add for free to encourage people to use [Dealership A]. Otherwise would just go to [Dealership B]Service Center since it is easier to get to if driving myself."
• "if valet service was complimentary, i would likely service my car there after warranty expires, rather than somewhere closer to my house"
• "Great service! Mike, the valet driver, did a great job. He was punctual, and extremely polite and professional. Excellent communication regarding arrival time via text and phone calls. Thanks for a great experience! Oh, and my car was washed! 72,000 mil"
• "Wonderful ! Great idea!"
• "It's a great benefit, especially when for recall work. Not sure I'd pay for it for service in warranty."
• "This is a great service and I am glad you have it. If this could be billed into the extended warranty service or an option when the car is purchased. It may work best if there will be a charge in the future."
• "Friendly and very timely exchange"
• "great personal service, the driver was great, showed up before our scheduled time which was perfect for me"
• "I would definitely use this service on the future."
• "Amazing offering - hope it's sustainable and scalable for residents who live farther away."
• "It was easy and fast. Best thing ever!"
• "It would be nice to know when the servicing would be done when the driver picks up the vehicle."
• "This is a great service! Way to think outside the box to expand your customer service and build brand loyalty! Given the mark up that you all charge for parts and labor it's a minimal cost to absorb on your end to create raving fans. ????"

Ken Hite is Senior Vice President at RedCap. RedCap's technology and drivers are utilized by OEMs and dealers for test drives and service customer pick-up and delivery. 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.