Your technician takes the video and the customer receives it. It clearly shows issues with the vehicle and what needs to be fixed or repaired. The customer loves the video, but are they thinking “so what”?
Does your team take the extra time and explain the consequences of not making the recommended repairs?
With many people strapped for cash, car troubles often take a back seat to pinching pennies, so the more information you can provide the customer on why they need the repairs, the better.
Here are some examples:
- What are the consequences of postponing maintenance? Many parts on your vehicle are interrelated. Ignoring maintenance can lead to trouble: specific parts — or an entire system — can fail.
- Neglecting even simple routine maintenance, like changing the oil or checking the coolant, can lead to poor fuel economy, unreliability, or costly breakdowns. It also may invalidate your warranty.
- Car damage tends to be progressive, which means that taking care of minor, low-cost repairs now can prevent thousands in future repairs. Besides, maintaining your car in good condition is an important part of making sure you and your family stay safe on the highway.
When describing an issue to a customer using video, we recommend you follow this process:
- Inform – state the facts (“your tires are at 3/32nds”)
- Educate – explain context (“tires usually start at 10/32nds and are recommended to be discarded at 2/32nds”)
- Recommend – state your recommendation (“we recommend you replace all four tires today”)
- Implicate – explain what could happen if they don’t do the repair today (“If you continue to drive with these tires you will find your stopping ability is greatly decreased in wet conditions”)
Take the extra time on the video and explain the importance of having the shop complete the repairs or work needed, and don’t leave the customer to wonder “so what if I don’t do it?”
