Background: ClearMechanic's Ken Hite recently sat down with John Gustafson, owner of Gustafson Brothers, to discuss his experience with ClearMechanic. John's rationale for using ClearMechanic reflects his commitment to building trust, both with first-time customers and longstanding loyal customers. We decided to take the notes from our conversation and turn them into a case study for prospective ClearMechanic clients.
Notes from Meeting with John Gustafson at Gustafson Brothers:
We had a recent sit down meeting with John Gustafson of Gustafson Brothers, which is an avid user of ClearMechanic.
Gustafson has been conducting business in Southern California for the past 40 years and is one of the most impressive independent service providers that I have seen in my 25 years in the industry. John shared with me that even loyal customers who have trusted his business and repair recommendations for decades have been very impressed with ClearMechanic.
ClearMechanic has helped Gustafson sell their loyal trusting clients more work today versus waiting weeks or months down the road. John points out: "A first-time customer at Gustafson Brothers will see our professionalism and the quality of our facility, but he or she is ultimately still reluctant to approve every service recommendation because our industry suffers from a poor reputation. That's where photos and video clips can really help to show the customer a service recommendation is needed now, not in six months."
In addition, John mentioned that his loyal customers have shared their recent repair experiences and ClearMechanic repair content with family, friends, co-workers, etc., which has resulted in new business for Gustafson. John remarked that, "Providing transparency and the 'wow factor' for ClearMechanic has an impact even on loyal customers. Loyal customers spread the word about Gustafson being committed to transparency and validating repair recommendations with real-time photos and videos."
Finally, fleet automotive companies are also purchasing more because of ClearMechanic. It is easier to receive quick approval from a remote customer when hard evidence of a needed repair is available.
Gustafson takes advantage of all advanced ClearMechanic service components, including our iPhone and Android applications, real-time video capability, Live Gallery embedded on their website and Interactive Service Library.
Example #1: Gustafson Brothers Uses Real-Time Video for Wheel Bearing Recommendation