The industry disruption that followed the COVID-19 pandemic, which left dealership lots bare and shoppers struggling to find cars, has turned the buying process on its head.
"Customer service everywhere has gotten significantly worse since the pandemic," said Matthew Phillips, CEO of Car Pros, a dealership group operating seven stores in California and Washington.
"Organizations that can get customer service right have a unique opportunity to especially 'wow' customers, because people in general and in the dealerships — their expectations have been lowered," he said.