Is there a magic solution for delivery times in a context of scarcity?

"Six months? No... that's not for me! I'm going somewhere else! And if I can't...look, I'm going to the Caribbean! I'm fed up with cars!" The solution for this may not be far away: sometimes it's just a matter of putting on the Customer's shoes... read on and discover the light at the end of the tunnel for delivery deadlines!

The car industry has shown enormous creativity and resilience in managing semiconductor shortages: changing vehicle equipment, producing and storing incomplete units, just-in-time production, renegotiation with suppliers and even new chip production strategies, are some of the examples.

On the other hand, car manufacturers are increasingly assuming themselves as providers of mobility solutions, pursuing a trend of progressive transition from ownership to Car-as-a-Service (CaaS).

All this creativity in the industry and this CaaS mindset are "swallowed" by a failure at the end of the process, with those who matter most, the Customers: "it's 6 months of waiting, it's up to you." And, in most cases, the conversation stops here.

Of course, there are delivery times of less than 6 months and salesmen who go "all the way" to seduce the Customer: a discount on a new car that doesn't exist, an even greater discount on a similar model or even a unique opportunity in a used car from a premium segment.

But would it not be expected that the new mobility specialists would have a planned solution for the Customer's lack of their main form of transportation? Wouldn't it be expected that there would be a concrete and publicized answer, instead of trying to buy the Customer's patience? Wouldn't it be better to have something that didn't depend on the good will or efforts of some salesmen? Wouldn't it be better to be able to continue the conversation with the Customer without losing him or her?

During a recent renting pricing survey for a family member, I received a proposal from Leaseplan. Of course, the desired 100% electric small vehicle was accompanied by a delivery period worthy of a top-of-the-range model, fully customized: 4 months! I've seen worse, but this deadline was unavoidable for the Customer in question.

End of conversation? No.

The magic phrase was marked "Bold" in the text of the e-mail: "If you need, LeasePlan will ensure your mobility (until the delivery date), for the same monthly payment."

No "favors", no conversations with the Head of Sales, no "blood, sweat and tears". Just the answer, "Bold" in white.

"But of course, Leaseplan is a mobility specialist! Of course, for 'them' it's easy! They can even make a new "Renting" contract for another model or they can lend you a used car. They can even combine the partial supply of one vehicle with an Uber credit! It's easy for them, the sky is the limit for creativity!"

None of that. Simple and clear as water...

During the waiting period for a new car, Leaseplan provides the Customer with a Rent-a-Car vehicle, from a similar segment, for the same monthly payment of the "Renting". But, the Customer knows for sure that a RAC vehicle over an extended period is more expensive than "Renting", right? Well, here's the solution: Leaseplan covers this difference!

The solution proposed by Leaseplan is good for all involved: the Customer has a mobility option until the day the new car is delivered, the fleet manager and the car manufacturer have another sales argument free of charge and RAC companies can rent a vehicle that, if that were not the case, would probably be parked at this time when tourism is being affected by the pandemic.

Even if it is not the context of a "Renting", strategies of this type are within reach of the "ecosystem" made up of?the OEM, its captive financial company and its dealer network.

Answers are often easier to find when we "step out of" the organization, "put on the Customer's shoes" and see the challenge from a distinct perspective.

At World Shopper we provide Mystery Shopping studies to find solutions that work.

A fantastic 2022 for you and your team!

Ricardo Oliveira