Let’s say that every day you’re asked to fill up a one-gallon water pitcher and given 10 glasses of water that equal your task. Then one day, two of your glasses are taken away, but it’s still your responsibility to deliver the full gallon. How do you deliver the same results with less opportunity to do so?
It’s not so different for your service department right now. Fixed ops plays a critical role in overall profitability for your dealership. However, you’re facing a unique challenge to your ability to contribute to the bottom line — 21 percent of your customers are still delaying vehicle service and repair.1
Using video and pictures to enhance the service experience may give you the opportunity you need to keep delivering a full pitcher — driving the results your dealership needs.
Understand the Need for Repair
Your customer may be unfamiliar with the things that happen under the hood of their car. They rely on you and your team to diagnose needed repairs, educate them on why the repair should be done, and treat them fairly.
To help your customer understand why they need a certain repair, you can talk them through it or you can send them a video so they can see exactly what’s not working as it should — show v. tell.