Page 23 - On The Move - Volume 17, Issue 4

DEALING WITH DAMAGES
While you might be able to let a rock chip slide, customers who that damage is appropriately recorded without taking much time.
return loaner vehicles with noticeable dings or even major damage They can narrate any issues with the vehicle in place of writing
need to be held accountable. The discussion about responsibility notes on an inspection sheet or typing them into a digital notepad.
needs to happen as soon as possible. If you don’t reach an Conducting a video walkaround also provides an opportunity
agreement with customers about their responsibility for repairs to explain that repair costs will need to be evaluated and that
before they leave, the likelihood of recovering those costs is customers may receive a bill later.
significantly diminished.
Dealerships that use mobile tools for contract processes may
Sometimes employees forgo their chance to walk around the find additional efficiencies there. Mobile contract tools should, by
car with a customer in favor of speed. Or during a rushed visual default, offer ways to record video or photo evidence of damages,
inspection, they might miss damages that are difficult to broach attaching those to the contract. More advanced mobile tools should
with a customer later. also add damage reports and outstanding charges to a customer’s
profile, so dealerships can be sure to recover any unpaid balances
Video walkarounds are an effective way for employees to ensure before a new loaner contract can be started.

TACKLING THE TOLL PROBLEM possible, automate the process of charging customers for those
Toll charges can easily become a major cost issue as individual tolls tolls.
add up across a fleet, but especially if payments are missed and
late fees are applied. One typical approach to limiting toll and late- Dealerships evaluating toll automation solutions should consider
fee expenses is to dedicate an employee to the task of searching whether technology vendors integrate with toll authorities’ billing
for charges on toll agency websites, though it’s a painstaking task. systems, which will provide the most accurate capture of all the
tolls tied to a particular vehicle.
A better approach is to automate toll identification and, where

DON’T LEAVE IT UNSETTLED
The last measure dealerships should take to ensure they’re speed, and then are shocked to see how those decisions multiply
recovering all the costs they can from their loaner fleet is simple: into serious expenses.
Don’t skip it.
The best thing you can do to ensure you recover fleet costs is
Once a customer leaves, the likelihood that you’ll recover fuel, to be transparent, respectful, and proactive about addressing the
damage or toll costs decreases significantly. The further removed payments your customer agreed to make. Don’t leave it unsettled.
customers are from their loaner experience, the more difficult it is
for you to reopen the issue of unsettled charges. Many dealerships Dealerware uses technology to manage automotive fleets, from
choose to defer a fuel charge or skip a vehicle inspection in favor of loaner cars to subscription units. You can learn more about them
at www.dealerware.com.

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On The Mo ve 2020 21