It’s not always easy to explain how dirty an air filter is or how worn brake pads are, and bringing customers into the shop to show them isn’t always possible. So how can technicians effectively communicate repair needs? With photos and videos.
There’s effective fixed-ops technology that makes it easy for technicians to show customers how urgent repairs are. All they need to do is snap a picture or record a video with their phones or tablets and then attach that file to the repair order, so the advisor can send it with the repair order for approval.
A picture is worth a thousand words. It creates transparency in the repair process, builds trust, and translates to a higher likelihood of a customer approving recommended repairs. The result is more dollars per RO, because customers can quickly see the issues and make decisions accordingly.
Let’s take this one step further. Suppose the service technician decided to make a video describing why a repair is necessary. He can press record on his device and say, “Hi, I’m Keith, your technician. I noticed a few issues with your vehicle that I’d like to explain in more detail so you can make an informed decision.” From there, Keith can point out the repairs he’s recommending, say a quick thank you and goodbye, and hit send. The advisor will then attach that video to the repair order proposal he sends electronically to the customer.
How many customers know the person working on their vehicles by name? That’s a “wow” moment that customers are likely to share with others and will remember when considering their next vehicle service or purchase. According to a 2015 McKinsey & Company study, that “wow” moment can translate to a 30% to 50% likelihood a customer will renew or buy another product.
If your service department can’t already illustrate the need for a recommended repair, it’s time to look for a DMS integration that empowers your team. The best integrations come fully packed with features like this to make it easy for your team to sell more services and get customer approvals.
Dealerlogix is a cloud-based, DMS-integrated system capable of driving a consistent and efficient fixed-ops process while empowering service teams to demonstrate needed repairs using text, photo, and video communications.