Fixed Ops Journal - December 2021 - F15

FIXED OPS JOURNAL
their service van for, say, airbag replacements the next day, " he says.
Mobile wheel services in the EV era, Hunter believes, could be a
growth area for fi xed ops departments.
" Th e early evidence shows that EVs, because they are heavier and performance
oriented at the moment, go through tires a little faster, " Liebetreu
says.
Sands Chevrolet in Glendale, Ariz., near Phoenix, is an example of
how a dealer who pays close attention to local customers' needs can expand
the reach of the store's service department.
When the pandemic hit, Sands began off ering pickup and delivery -
free - to health care professionals, said Derek Haddad, Sands' fi xed operations
director.
" We decided health care workers
are the most exposed and had the
least amount of time [for] getting
their cars serviced and cleaned, " he
says. " So, we started picking up from
the fi ve major hospitals, mostly doctors
and nurses. Th ey're working
long, long shifts and auto service is
neglected. "
Haddad says a customer can
schedule an appointment on a
phone or online, walk to the kiosk,
put in a cellphone number or email
address
and the appointment
comes up.
" Or, you can schedule your appointment
right at the kiosk, " he
says. " Th e door opens up, you put
your keys in, it gives you a PIN number
and it alerts us right away. We
come and pick up the car. "
Th e bill can be paid online, makSands
Chevrolet offers pickup
and delivery to medical workers
via a kiosk at a local hospital.
ing the whole experience contactless.
Th
e store's director of aftersales,
John Haley, suggested to Haddad
they try a kiosk at a local hospital.
Haddad didn't think it would work
but agreed to try.
After three months at Children's Hospital, the kiosk was generating
about 14 repair orders per week. And now the store is planning to install
kiosks at major employers throughout the Phoenix area in the coming
years.
Greg Uland, director of marketing at Reynolds and Reynolds, which
owns the GoMoto kiosk used by Sands Chevrolet, believes the future of
service will require dealers to expand beyond their four walls.
" A lot of where we are focused is helping dealers be able to retail anywhere,
no matter where the customer is and no matter where the service
personnel are, " Uland says.
Once people started talking about the kiosk at the hospital, " it got
traction, " Haddad says.
" We conquested a whole segment of customers we never would have
had, " he says.
Th e kiosk, Haddad says, is a longer-term investment with customers.
" It's not like you put kiosks in and start making money hand over fi st, "
he says. " People are not used to concierge service. When you can slowly
introduce them to it and its convenience, you win over a whole new customer. "

Unmanned inspection
Quick Check Drive and Quick Tread Edge integration:
% Autonomous alignment inspection and edge wear detection
% Measure camber, total toe and tire tread depth on every vehicle
% Electronic and printed results in seconds
www.hunter.com
Reynolds' Greg
Uland believes
dealers will need to
expand beyond their
four walls with tools
such as the GoMoto
kiosk.
DECEMBER 2021 PAGE 15
http://www.hunter.com
Fixed Ops Journal - December 2021

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