Have you even taken a moment to step away from metrics and meetings to simply put on your customer hat? Have you experienced what customers experience every day within your service department?
I’m sure your answer is yes, and assuming your answer is yes, then why do you continue to face such tremendous challenges in the service business? I think busy schedules can distract us from the perspective of our most prized possession: The Customer.
What Your Customer Really Thinks
From your customer’s perspective, there are very fundamental issues at play within your service department.
1) Lack of Trust: This is the industry’s black eye. No one wants to speak to the fact that customers are skeptical of automotive repair professionals. The Better Business Bureau continues to rank automotive service within the bottom 1% of all service industries based on frequency of complaints.
2) Poor Communication: You must be effective communicators with your customers so they understand your repair recommendations, and will trust your repair recommendations. Customers do not understand service jargon.
3) Inefficiency for You and Your Customer: You must communicate with your customers quickly and clearly, through your customer’s preferred format: phone, e-mail and / or text message. Then you must provide the customer the opportunity to respond easily so their vehicle can be repaired and returned, and free up your lift. You must be efficient.
Let’s Compare Two Multi-Point Inspection Forms
There is one prominent aspect of your service process where all three of these issues surface at once: Multi-Point Inspection Forms. This is one of the most basic, yet misunderstood, documents in play with every customer, every day, within every service department in the world.
Take a quick moment and compare the two inspection forms below. These are snapshots of real inspection forms from a real service department. One is an inspection form generated by the new “ClearMechanic Plus” electronic inspection program. The other is an OEM form that was previously used by the same service department.
Excerpt of Traditional OEM Inspection Form
Excerpt of ClearMechanic Plus Inspection Form
(Viewable by E-mail, Text Message, Web Site and Print-Out)
Why Does One Inspection Form Resonate So Much More with Customers?
It is very clear as to which form is going to resonate with your customer and address the pain points we spoke of above.
Customers have a very difficult time understanding the traditional paper inspection form. Simply denoting that an item is Red, Yellow or Green and handing a piece of paper to your customer will continue to yield low sell-through rates. It also reinforces the lack of trust in our industry.
In contrast, the electronic multi-point inspection form has been customized for your service center. This form was also completed on the technician’s mobile device, which includes smartphones and / or tablets. The technician was also able to include inspection photos, videos, audio and illustrative content to help the consumer understand the repair recommendation. The technician was able to send this inspection directly to the customer by email and SMS text message. The content can also be viewed on a PC / desktop or printed off.
What’s really impressive is that this very electronic inspection form resulted in a gross sale of $1,769.00 in authorized repairs.
Take a moment and put your customer hat on: which inspection process would you prefer to receive as a customer?
About ClearMechanic, Inc:
Founded in 2009, ClearMechanic is the leading provider of mobile solutions to the automotive industry. ClearMechanic has over 10,000 registered technicians in North America, Central America and Western Europe and has been featured in The Wall Street Journal, Consumer Reports, Automotive News, Edmunds Inside Line and numerous trade publications. For more information, please visit www.clearmechanic.com or contact email@example.com.