Overview: On January 9th, Young Buick GMC recommended a coolant tank replacement using ClearMechanic's real-time video feature. The video showed hard proof of a coolant leak and persuaded the customer that the $135 service was needed.
Watch The Video: Click here to watch the video uploaded by Young Buick GMC's service department. As Fixed Operations Manager Jim Astle notes, "The video clearly demonstrates pressure leaking from a groove melted into the tank without the normal telltale of a fluid leak." The customer was initially unsure of the recommendation and asked, "Why don’t I have a puddle under my vehicle?" The video answers that question instantly by showing where the excess fluid is accumulating. ClearMechanic's tracking technology shows that the customer viewed the video four separate times.
Background: Young Buick GMC, a dealership in Layton, Utah, is a regular user of ClearMechanic, a visual selling service enabling service departments to instantly share real-time photos, videos and diagrams with customers. Common examples are leaks, cracks, diagnostic tests, dirt, contamination and wear. Young Buick GMC has developed a loyal customer base, as shown by outstanding online reviews on Yelp and Google. However, even with its stellar reputation, the dealership finds it important to use real-time photos and videos to explain certain repair needs.
In the case of the coolant tank service shown here, the customer had come in for routine maintenance and did not expect any additional service recommendations. The vehicle had also just been worked on at a compressed natural gas specialty shop, which further convinced the customer that no additional services were necessary. Recommending additional services under these circumstances can be tense, which is why hard visual evidence is invaluable in responding to the customer's "why" and "how" questions. But, because the large majority of customers drop off their cars and leave, ClearMechanic's instant sharing of inspection photos and videos by web, e-mail and text message becomes crucial to delivering visual evidence.
In the Words of the Fixed Operations Manager: Manager Jim Astle was directly involved in this service recommendation and made the following remarks on the role of ClearMechanic in explaining the recommendation:
- "This is the future of service inspections!!"
- "ClearMechanic helps us to build trust, educate our customers and separate us from the competition that is not using this technology."
Screenshot of Video and Diagrams Shown to Customer: