Fifty years ago, when a mechanic told you something needed to be fixed, you fixed it. When he recommended something be replaced before it caused larger problems, you replaced it. Unfortunately, that is not really the case anymore and most people feel like they can wait just a little longer or find a cheaper way to repair the problem.
In a world where information is everywhere and most people know where to find it, the average Joe is trusting the professional less and their own research more. WebMD has transformed everyone into a doctor capable of self-diagnosing any illness and Wikipedia has turned them into experts in every field imaginable. That’s why digital auto inspection software is such a valuable tool when working with today’s consumers and the three step system is perfect for most businesses.
Step One: By using a tablet when performing the inspection, the service technician is able to detail exactly what he finds in detail in a shorter amount of time. He can also provide the customer with pictures of exactly what needs to be replaced or repaired. These pictures and the detailed summary of what work needs to be done paint a clear picture for the customer of what the technician has found and can eliminate some of the grey areas that tend to stop the customer to agreeing to repairs.
Step Two: After the technician has recorded his findings on the tablet, the information is sent to an advisor who reviews the findings and attaches educational materials to the pictures and recommendations to help the customer better understand exactly what is needed and why. This is all done in a professional style that helps the customer clearly see and understand the reasons behind the technician’s recommended repairs.
Step Three: Once the recommended repairs and educational materials are gathered and ready, they are either presented to the customer by the advisor so that the can be further explained or they can be sent directly to the customer via email for them to review on their own and contact the advisor with any questions. With all that information, they not only feel more confident in the repairs, but also in the people handling those repairs. This translates into more sales on recommended maintenance and happier customers.
Just imagine, instead of a grease stained paper with barely legible handwriting or a phone call filled with technical terms and names of car parts which sound as foreign as particle physics, the customer receives a professionally assembled bundle of information via email which they can review and understand on their own or with the help of an advisor. It’s pretty clear which scenario has the happier, more confident customer.