{"id":2423,"date":"2025-04-15T21:25:21","date_gmt":"2025-04-15T21:25:21","guid":{"rendered":"https:\/\/www.tvi-mp3.com\/blog\/?p=2423"},"modified":"2025-04-17T19:37:34","modified_gmt":"2025-04-17T19:37:34","slug":"customer-transportation-in-dealership-service","status":"publish","type":"post","link":"https:\/\/www.tvi-mp3.com\/blog\/customer-transportation-in-dealership-service\/","title":{"rendered":"Customer Transportation in Dealership Service"},"content":{"rendered":"\n
The Pros, Cons, and Realities of Providing Transportation While Vehicles Are in for Repair<\/strong><\/h5>\n\n\n\n

In today\u2019s ultra-competitive fixed ops environment, customer experience is the name of the game. One of the key factors that influences retention and satisfaction? How customers get around while their vehicle is in the shop.<\/em><\/p>\n\n\n\n

No matter the dealership size or brand, the question is the same: Should you provide alternate transportation<\/a>\u2014and if so, how?<\/strong><\/p>\n\n\n\n

We asked several fixed operations experts at TVI MarketPro3 for their thoughts. The answers were eye-opening, realistic, and surprisingly unified. Let\u2019s break it down.<\/p>\n\n\n\n

\"Customer-Transportation-in-Dealership-Service-Departments\"<\/figure><\/div>\n\n\n\n

The Value of a Loaner Program<\/strong><\/h2>\n\n\n\n

\u201cLoaners are a huge retention tool if the fleet is large enough,\u201d says Ken Pletcher<\/strong>, Fixed Operations Specialist. \u201cBack in my Lexus days, I asked the service director at Sewell Lexus how he could afford a loaner fleet. He told me, \u2018Anyone that asked for a loaner car got one. PERIOD.\u2019<\/em>\u201d<\/p>\n\n\n\n

Nick Shaffer<\/strong>, VP of Sales at TVI, agrees. \u201cI lean towards the loaner fleet as the go-to if the expense can be spread across departments… [It\u2019s also] a fantastic source of used cars when you take the loaners out of [the] fleet.\u201d<\/p>\n\n\n\n

Loaner vehicles offer more than convenience\u2014they generate revenue opportunities and drive long-term customer loyalty. Shaffer explains, \u201cGiving a client a loaner car that is a brand new version of the car they already drive is a wonderful way to generate interest in a new vehicle purchase.\u201d<\/p>\n\n\n\n

The Operational and Financial Burden<\/strong><\/h2>\n\n\n\n

But here\u2019s the flip side: not every dealership can sustain a loaner fleet. Kurt Hankey<\/strong>, Corporate Accounts Manager, puts it plainly:<\/p>\n\n\n\n

\u201cThe sad reality is that most dealers just don\u2019t have the wherewithal to support a good loaner program. It requires inventory, inspections, maintenance, record keeping, insurance, damage control, and personnel.\u201d<\/p>\n\n\n\n

He continues, \u201cMost of our mid-sized to small stores just can\u2019t support that. And the big players\u2014the publicly traded companies, the Asburys, Penskes, and Lithias of the world\u2014only see loaners or rentals as a long-term liability.\u201d<\/p>\n\n\n\n

Steve Coad<\/strong>, Regional Sales Manager, echoes the concern:<\/p>\n\n\n\n

\u201cLoaner vehicles are a huge incentive to the client\u2026 but the investment requirement makes it prohibitive to almost all dealerships. Unfortunately, it seems loaners will soon be exclusively for the luxury client.\u201d<\/p>\n\n\n\n

Rentals, Rideshares, and Shuttles: Are They Enough?<\/strong><\/h2>\n\n\n\n

While loaners might be ideal, they\u2019re not the only option. Many dealers are getting creative with rideshare services<\/strong> and targeted rental programs<\/strong> to maintain flexibility and lower overhead.<\/p>\n\n\n\n

Shaffer warns, however, that outsourcing transportation can impact brand perception<\/em>:<\/p>\n\n\n\n

\u201cPutting customers in rental cars takes the customer out of the dealership workflow. You’re then trusting Enterprise, Budget, etc., to give your client a good experience. Not a safe bet.\u201d<\/p>\n\n\n\n

Hankey tells of a BMW store that said it would take 3 weeks to schedule a rental for a 120k-mile service, which would still cost $35\/day. Lexus told him he could get an oil change tomorrow, but the loaner must be scheduled 4\u20135 days out.<\/p>\n\n\n\n

The most consistent solution for many? Uber or Lyft partnerships. <\/strong>Hankey notes, \u201cMy Porsche dealer was able to arrange a two-way Uber with no problem\u2026 and no, I wasn\u2019t getting a 911 loaner.\u201d<\/p>\n\n\n\n

So, What\u2019s the Best Strategy?<\/strong><\/h2>\n\n\n\n

According to all four experts, the best transportation model isn\u2019t one-size-fits-all. It\u2019s about building a hybrid solution<\/strong> that spreads costs, maintains control, and elevates the customer experience.<\/p>\n\n\n\n

Here\u2019s the breakdown:<\/p>\n\n\n\n

\u2705 Loaners<\/strong> \u2013 Best for high-end customers or larger operations where cost can be shared across departments. They boost retention, drive upsell approval, and promote new car sales.<\/p>\n\n\n\n

\u2705 Rentals<\/strong> \u2013 Rentals are a good option if loaners are a no-go strategy or if the loaner fleet is all in use and we need a plan B.<\/p>\n\n\n\n

\u2705 RideShare<\/strong> \u2013 A smart, low-overhead option that can be managed in-house. Best used for short-term repairs or when a customer doesn\u2019t need a car all day. This is also an easily managed option due to the convenience of the rideshare apps.<\/p>\n\n\n\n

\u2705 Shuttles<\/strong> \u2013 Still useful, especially for rural areas or older clientele. However, today\u2019s customers often expect more flexibility than a shuttle schedule provides.<\/p>\n\n\n\n

What Kind of Repairs Warrant Transportation?<\/strong><\/h2>\n\n\n\n

While opinions vary, most experts agree: repairs taking more than a few hours should come with a transportation option.<\/strong><\/p>\n\n\n\n

Not providing alternate transportation is a fast way to lose business\u2014especially for working professionals and families. Hankey explains:<\/p>\n\n\n\n

\u201cNot having your freedom because you have no wheels is probably in the top 3\u20134 reasons people put off service and repair.\u201d<\/p>\n\n\n\n

How Should You Budget for Transportation?<\/strong><\/h2>\n\n\n\n

If a loaner or rental fleet is part of your fixed ops strategy, spreading the cost is essential. As Pletcher and Shaffer suggest, the most sustainable loaner programs are supported by service, parts, and used car departments<\/strong> together.<\/p>\n\n\n\n

Hankey sums it up:<\/p>\n\n\n\n

\u201cUtilize the OEM programs as much as possible, make the whole store support the effort\u2026 and manage the fleet with well-trained personnel.\u201d<\/p>\n\n\n\n

Final Thoughts<\/strong><\/h2>\n\n\n\n

In the end, providing transportation isn\u2019t just a perk\u2014it\u2019s a strategic investment in customer retention and revenue growth.<\/strong> Whether you\u2019re offering a shuttle ride, a sleek new loaner, or a $15.99 rental promo, the key is to stay flexible, creative, and customer-focused.<\/p>\n\n\n\n

TVI MarketPro3\u2019s fixed operations experts are here to help you boost retention and drive profitability\u2014with or without a loaner fleet.<\/em><\/p>\n\n\n\n

Want more fixed ops strategies that actually move the needle?<\/strong> Let\u2019s talk<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

The Pros, Cons, and Realities of Providing Transportation While Vehicles Are in for Repair In today\u2019s ultra-competitive fixed ops environment, customer experience is the name of the game. One of the key factors that influences retention and satisfaction? How customers get around while their vehicle is in the shop. No matter the dealership size or […]<\/p>\n","protected":false},"author":2,"featured_media":2424,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[1,4,5],"tags":[],"yoast_head":"\n\n\n\n\n\n\n\n\n\n\n\n\n\n\t\n\t\n\n\n\t\n