If the election this month is any indication, the American public believes the economy is in poor shape, and they are deeply concerned about their personal finances.

Across key races, exit polls consistently placed economic issues, high prices, inflation, and a general feeling of “falling behind” at the top of voters’ anxieties. Any form of financial distress fundamentally alters consumer behavior, demanding a critical pivot from the automotive industry, particularly from service departments.

When every dollar must stretch further, consumers instinctively become more selective about where they spend their money. Customers are starting to delay large purchases, such as new cars, and are more price-sensitive regarding parts and maintenance. The anxiety isn’t just about the cost of a purchase, it is also about the cost of convenience and time.

Having to take time off work, arrange a separate ride, or sit in a waiting room to get an oil change represents a frustrating, non-essential expense when budgets are tight and stress is high.

The new imperative: white glove service

For dealers to retain as well as attract new customers when they are pulling back their spending, they should move to a “white glove” service model focused on unmatched convenience and customer care. A high-touch strategy transforms a necessary chore for the customer into a stress-free experience, providing a value that transcends the repair bill itself.

The cornerstone of a white glove service model should include a concierge pick-up and drop-off program. By offering to retrieve a customer’s vehicle from their home or office and return it once the service is complete, dealers eliminate the single greatest friction point in the service process.

This service saves the customer precious time and shields them from the logistical headaches of vehicle maintenance. For someone already struggling to balance a tight budget and a busy life, this level of convenience is no longer a luxury — it’s a powerful differentiator.

Redefining customer retention through empathy

Beyond logistics, white glove service demands a high degree of customer service built on personalization and transparency. This includes:

  • Priority scheduling: Recognizing that the customer’s time is valuable by offering prompt and flexible appointment times.
  • Transparent communication: Providing proactive and detailed updates on the vehicle’s status and clearly explaining all service costs to alleviate anxiety over unexpected bills.
  • Personalized experience: Taking the time to craft maintenance plans tailored to the customer’s needs and vehicle’s condition, rather than upselling unnecessary services.

 

Customers and voters sent a clear message this month. As they are feeling the economic squeeze and are increasingly opting for cheaper, aftermarket parts or postponing service altogether, the value proposition must shift from price competition to white glove service. A dealer who offers premium convenience and thoughtful, transparent service earns a level of trust and loyalty that can withstand economic headwinds.

By extending the white glove, auto dealers demonstrate they are not just fixing a car, rather they are respecting the customer’s budget, time, and peace of mind. By meeting the customer where they are now economically can set the dealership up for a lifetime customer.

 

Clint Curtis is the founder and CEO of Zapmoto, which provides valet pickup and delivery of customer cars for dealership servicing.