7 Steps to Win at Pickup and Delivery. Or Door to Door. Whatever You May Call It.
Pickup and delivery aren’t optional anymore. Customers want convenience. If you’re in aftersales, you’re expected to offer it. Problem is, most dealers aren’t doing it well. Here’s how to change that. Step by step.
Step 1. Get Organized
First things first—know what you’re dealing with. You need a system that tracks every step of the process. Manual isn’t cutting it anymore. Use a simple tool to keep tabs on your drivers, deliveries, and pickups. If you can’t see what’s happening in real time, you’re already behind. Check out Carmen. Will help.
Step 2. Plan Efficient Routes
This is where things can get messy, fast. If you don’t plan efficient routes, you’re wasting time and money. Map out where each driver needs to go before the day starts. The goal? Get in, get out, and move on to the next job with no wasted time.
Step 3. Optimize Your Fleet
The number of loaner vehicles you have matters. Too few, and you’ll fall behind. Too many, and you’re bleeding cash. Figure out how many loaners you really need, and make sure you’re using them all the time. Idle cars are wasted dollars. Or euros. Also, don't forget that the loaner may be a test drive.
Step 4. Keep Your Drivers Moving
If your drivers are waiting around, that’s lost time. Keep the handoffs smooth. Whether it’s dropping off a loaner or picking up a vehicle for service, make sure the next job is lined up. No downtime between tasks.
Step 5. Communicate with Customers
Customers expect updates. Keep them in the loop. Texts, calls, whatever works. The key is to make sure they know when their car’s being picked up, where it is, and when they’ll get it back. Silence isn’t an option.
Step 6. Track the Numbers
You can’t improve what you don’t measure. Track how long each pickup and delivery takes. Look at the cost per trip. Figure out where you’re losing time and money, then fix it. The data will tell you what’s working and what’s not.
Step 7. Charge for the Service (If You Can)
If the service is valuable, charge for it. Don’t give away pickup and delivery if your market is willing to pay for convenience. Test it out. See what the customers are comfortable with. You’d be surprised how much people are willing to pay for an easier life.
Bonus pro tip from Jon Wiggins: Technician video is one of the most effective ways to reduce vehicle dwell or idle time. By speeding up the ASR approval process, every minute saved shortens the loan length. Shorter loans mean fewer loaner vehicles are needed to handle the same workload and make your pick-up and delivery process more efficient. Additionally, video helps increase billable work by minimizing idle time and streamlining communication with customers for quicker approvals.
Some final thoughts. I hope this guide strips things down and gets straight to the point. Something tells me that if you follow these steps, you’ll streamline pickup and delivery, cut wasted time, and maybe even turn it into a profit center.
Did I suggest you check out Carmen?
