At DRIVESHARE, our customer service is a key part of what makes our platform special. And no one represents this better than Cody Sapp, our Head of Customer Experience in the US. With a genuine passion for classic cars and a hands-on approach to customer service, Cody is the real deal. We sat down with him to learn more about his journey and what makes his role so important.
Cody, can you tell us about your background and how you got started in the world of classic cars?
My background started with an obsession for Hot Wheels. I learned a lot of different makes and models just from the cars I played with and collected. Growing up, I watched a lot of automotive TV shows like Top Gear, Overhaulin', and Pimp My Ride. I could easily watch eight hours of a Mecum or Barrett-Jackson auction without blinking.
When I was in high school, I studied Automotive Body Repair and graduated at the top of my class. I began working for a local body shop, learning the full process of repairing cars, trucks, and semis. The first classic I worked on was my boss's 1961 Chevrolet Stepside Pickup. At 16, I bought my first classic car, a '79 Triumph Spitfire. It had the typical issues British cars are known for—rust, poor repairs, and electrical problems. I quickly realized I didn’t have the knowledge or funds to restore it, but that was my first real taste of classic car ownership.
After working in the autobody world, I sold cars at dealerships, but modern cars never seemed to fill the void. One day, I saw a Ferrari F40 in the window of a local classic car insurance agency. Shortly after, I started working there. That’s how I got involved with classic cars, and ultimately how I started with DRIVESHARE.
What was it like transitioning to the new DRIVESHARE platform?
My role at DRIVESHARE is fairly similar to what I did before, handling daily operations like responding to support requests and reviewing new vehicle listings.
The difference now is that DRIVESHARE is focused on growing and improving the customer experience. I also have my own vehicle listed on the platform, so I understand the frustrations that can come up during a rental. But I try to remain neutral and consider the renter’s perspective, too. In the end, I want to make sure everyone has a great experience and help owners make money with their listings.
What sets DRIVESHARE's customer service apart from other platforms?
Many other platforms don’t have real automotive enthusiasts handling customer service, let alone someone based in the same country. At DRIVESHARE, we listen to our owners and incorporate their feedback into platform updates. New self-service features are constantly being added, which means issues can be resolved faster and more efficiently.
Can you share some memorable experiences you've had with DRIVESHARE owners?
I've had the opportunity to meet a few DRIVESHARE owners in person, which has been great. One time, I rented a '57 Bel-Air convertible from an owner in Cape Coral, Florida. He inherited the car after his brother passed away, and we went for a drive together before he handed it over to me for a few days. He spent time showing me the ins and outs of the car and made sure I was confident before I took off.
Another great moment was when a local owner who had a '63 Porsche 356 would see me around town, and we’d chat. One day, he handed me the keys and said, "Let’s go for a drive." It was such a cool experience, and I’ll never forget it. He loved sharing his car and seeing others enjoy it, which is really what DRIVESHARE is all about.
What challenges do you face in customer service and how do you manage them?
One challenge is not everyone is tech-savvy, so I often get asked to help with technical issues beyond the platform. Some people don’t always read through our policies or FAQs before signing up, which leads to more support inquiries that could have been avoided.
Another issue is vehicle valuation. Sometimes, owners submit a value that’s tens of thousands of dollars higher than the actual worth. In those cases, I research valuation guides and recent auction results to come to an agreeable value with the owner. It takes extra time, but it’s important to get it right.
How do you maintain such a close relationship with the DRIVESHARE owner community?
I make it a priority to respond to inquiries quickly and listen to what users have to say. Over time, I’ve gotten to know many owners personally, and I feel like that makes the experience more personable. I’m grateful for the growing community we have at DRIVESHARE, and I enjoy being part of it.
What excites you most about the future of DRIVESHARE?
DRIVESHARE just keeps getting bigger and better. We’ve already added new features, and there are more to come that will improve the experience for both owners and renters. I’m always excited to see new and unique cars listed on the platform. Sometimes, I’m tempted to visit a location just to book a car I’ve never driven before! I also love networking and sharing the platform with others—whenever I show someone DRIVESHARE, it turns into a great conversation.
What advice do you have for DRIVESHARE owners looking to enhance their rental experience?
Welcome your renters and treat each booking as more than just a transaction. Out of all the cars they could book, they chose yours. Take the time to show them your car, explain how it works, and maybe even go for a quick test drive to make sure you’re both comfortable. Some owners even go the extra mile, offering champagne or coordinating their outfits with the event for chauffeured rentals.
