From rigid scheduling to opaque pricing structures, the vehicle shipping industry has long wrestled with a set of enduring norms and challenges, leaving customers to navigate a maze of complexities to get their vehicles from point A to point B. The situation, as it is now, certainly calls for a change – a shift toward a more transparent approach that prioritizes convenience and trust.
Innovation and customer-centricity are no longer just buzzwords—they are the lifeblood of modern businesses, and the auto transport industry is no exception. As Steve Yariv, the founder of Dealers Choice Auto Transport (DCAT), points out, something that the industry has long been lacking is a genuine commitment to customer happiness and ensuring their needs and concerns are addressed every step of the way.
“Shipping a vehicle is inherently complex, but that doesn’t mean the customer experience has to be. If transport services put their clients first and made the process more straightforward, they’d not only benefit financially but gain widespread trust,” he shares. “After all, a happy customer is a loyal one.”
DCAT was born out of this mindset. From its inception, the company has been driven by a commitment to provide a seamless, hassle-free auto transport experience that puts the client in control as much as possible, thus pushing the boundaries of conventional business practices in the industry.
For Yariv, central to genuine customer-centricity in business is the principle of direct communication and transparency. It’s about creating an environment where customers aren’t left in the dark but are instead aware of each step of the process. The benefit of this is twofold: the customer can have peace of mind, and, in turn, the shipping company can enjoy increased confidence from its clients.
The DCAT team has made it a priority to keep open lines of communication with their customers. From the initial quote to the final delivery, they keep their clients informed and set realistic expectations.
Yariv emphasizes that expectations play a critical role in the industry, where delays are often inevitable and happen due to external factors, such as weather or traffic conditions.
“As much as we’d like that, vehicle shipping isn’t magic. It’s important for us that our customers know what they can expect. It helps alleviate many of their worries,” he says.
Another distinguishing feature of DCAT’s business model is the personalized touch it provides. Instead of an automated phone system, clients get one-on-one customer service. “The person who answers your call will handle your transaction from start to finish. They will provide you with a quote, process your order, track the drivers, confirm timings, and keep you updated throughout the entire process,” Yariv explains.
For added convenience, if it’s a transactional customer, they can even track their driver using a GPS link – a service very few offer.
Then there’s the issue of insurance coverage. Many traditional transporters, Yariv reveals, operate with limited ‘peril policies’, leaving people exposed to possible financial risks. DCAT, on the other hand, is one of the few fully insured companies, including their secondary policy – an aspect that solidifies their dedication to customer satisfaction.
“Incidents are inevitable in our industry, and anyone that says otherwise isn’t being truthful. But my team and I have our clients’ back,” he says. Even if there’s an accident or a vehicle suffers some accidental damage, we go out of our way to pay for any extra cost and lift the financial burden off our client’s shoulders.”
As an example, Yariv reveals an accident where his company’s two-car trailer rear-ended a Ferrari. The dealership suggested going through insurance first, but since this would complicate the matter, Yariv purchased the car himself and let DCAT’s trusted mechanics repair it. Eventually, the dealership made a sale, and Ferrari gave the customer a replacement car.
The benefits of partnering with a modern, innovative company like DCAT cannot be overstated. By challenging traditional industry norms, particularly those pertaining to satisfaction and transparency, they are paving the way for a brighter and more progressive future for the vehicle shipping sector.
As Yariv says, “At DCAT, we’re not just delivering vehicles. We strive to deliver exceptional customer experience. And in doing so, we want to set a new standard for what the auto transport industry can – and should – be.”