CUSTOMERS ARE MORE LIKELY TO TRUST YOUR SERVICE DEPARTMENT WHEN THEY KNOW WHAT’S GOING ON BEHIND THE SCENES. HERE’S A TOOL THAT CAN HELP BUILD THAT RELATIONSHIP
Autoloyalty has launched a new tool called Quik Video, that offers a quick and easy way to improve the trust between customers and the service department working on their vehicle.
The premise of this tool is simple: allow the customer to see what has to be done to the vehicle as if they were right beside the technician looking under the lift.
With Quik Video, the technician films a short video of the car showcasing the wear on parts that need to be replaced, broken parts and even areas that are in great shape to reassure the owner about the state of the vehicle.
To boost credibility, much of the video is captured in one take, starting with the license plate, so the viewer understands it is actually his or her vehicle the technician is talking about.
The service advisor sends a link to the video via text or email, depending on the customer’s preference. The customer can see highlighted areas of concern that have been colour coded in red, yellow or green, that might require a repair.
A conversation can then happen between the service advisor and the owner of the vehicle on which repairs will be done and which ones are declined. Every party involved is better able to understand the situation and the issues with the vehicle.
Most importantly, the owner of the vehicle gains a better understanding of the state of the vehicle and also gains trust towards the service department for making the process more transparent.
A great CRM aspect of this Quik Video tool is the possibility to set reminders for repairs that were declined, yellow or red coded areas, allowing the dealership’s service department to appear proactive in its care of the customer’s vehicle.
Autoloyalty says this service department tool has been designed to improve trust between the dealership and customers, as well as improve the service department revenues by helping the customer better understand the importance or severity of a repair they may have normally declined.
This product is in line with the main focus of Autoloyalty, which is to keep existing customers coming back to the dealership.
The core activity of the company is to organize staffed private sale events, and Autoloyalty does so with personalized invitations, as well as, handling all of the marketing work involved with the sale.
John Dixon, President of Autoloyalty, said: “We are a boutique agency serving mostly southern Ontario, although we have worked in other parts of the country. We pride ourselves on quality data filtering to determine the ideal customer base to invite. In addition, every customer is contacted by a Toronto-based call centre to book appointments for the event. Having been in this business for over 40 years, I know the key to success for any dealership is to take good care of your existing customers first.”
