Making a strong first impression begins with having a well-prepared loaner vehicle ready for your customer and ensuring your staff knows exactly what to do when they arrive.

Vehicle Preparation

A properly prepped loaner vehicle should be clean, fully fueled, and ready to represent the highest standards of your dealership. To maintain this standard, schedule time for your team to prepare the vehicles in advance. This ensures they can focus on customer service during operating hours without being distracted by last-minute vehicle prep.

Plan for Customer Demand

Each day, consider the number of scheduled service appointments, the average length of time loaner vehicles are typically needed, and how many customers have requested a loaner vehicle at the time of booking. Communicate this information to your service team so they are aware of vehicle availability, especially if there’s a chance you might run short. This proactive approach helps ensure that customers receive their loaner cars without unnecessary delays.

Convenient Parking

Maximize convenience by starting each day with the largest possible number of loaner vehicles parked in a designated staging area close to the service department. It’s a good practice to have at least 10% of your loaner fleet parked nearby to accommodate last-minute needs. This way, vehicles are easily accessible when customers arrive.

Vehicle Staging

Minimize wait times for your customers by properly staging vehicles in advance. Having loaner cars ready to go as soon as customers need them demonstrates that you value their time. A smooth, reliable staging process allows you to focus on providing excellent customer service rather than managing logistical details.

Plan for Premium Vehicles

Many dealerships offer premium loaner vehicles for their VIP customers. Make sure your service team is aware of which customers will need these premium vehicles. Flag these appointments in advance or maintain a list of VIP clients to ensure that premium vehicles are available when needed.

By implementing these strategies, you can streamline your loaner management process, providing a seamless experience that enhances customer satisfaction and reflects positively on your dealership.