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[USER=16794]@Jon Singo[/USER] I think you are spot on here. I hear far too many dealers who want customers to adjust to the way the dealership does things instead of the dealers adapting to the customers. Carvana sold north of 90k vehicles in Q1 this year. Accounting practices aside, the question one might ask is why are 90k plus customers purchasing directly online and getting their vehicle delivered versus going to a car dealership? The next question for me, if I were a dealer, is, what do I need to do to grab some of that share? How can I improve my dealership's customer experience, improve operational efficiencies, offer better value while maintaining or growing my profit margins? Since 2018, I've been involved in purchasing 4 vehicles, two from a dealership, and two completely online CarMax and Carvana. The dealership experiences were MISERABLE with one trying to stick my father-in-law with vehicle trim he didn't need but was $6000 more(trying the ol' bait n switch tactic), plus trying to add a bunch other extras he didn't need. The other two experiences were phenomenal. I know some will bring up getting the titles. Well, I have my two from CarMax and Carvana. Still waiting on the one I purchased from the dealership's loan source. Not saying that dealers need to have 100% online, but they should think about the customer experience above all. I'll pay more for a great experience that saves the one commodity I can't make more of: Time.
[USER=16794]@Jon Singo[/USER] I think you are spot on here. I hear far too many dealers who want customers to adjust to the way the dealership does things instead of the dealers adapting to the customers. Carvana sold north of 90k vehicles in Q1 this year. Accounting practices aside, the question one might ask is why are 90k plus customers purchasing directly online and getting their vehicle delivered versus going to a car dealership? The next question for me, if I were a dealer, is, what do I need to do to grab some of that share? How can I improve my dealership's customer experience, improve operational efficiencies, offer better value while maintaining or growing my profit margins? Since 2018, I've been involved in purchasing 4 vehicles, two from a dealership, and two completely online CarMax and Carvana. The dealership experiences were MISERABLE with one trying to stick my father-in-law with vehicle trim he didn't need but was $6000 more(trying the ol' bait n switch tactic), plus trying to add a bunch other extras he didn't need. The other two experiences were phenomenal. I know some will bring up getting the titles. Well, I have my two from CarMax and Carvana. Still waiting on the one I purchased from the dealership's loan source.
Not saying that dealers need to have 100% online, but they should think about the customer experience above all. I'll pay more for a great experience that saves the one commodity I can't make more of: Time.
