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Building Trust Before Service with What-to-Expect Videos

By:
M5 Management Services, Inc.

Customer Satisfaction, Parts and Service Marketing, Service Advisor Training

In today’s competitive business landscape, customer loyalty and trust is more crucial than ever. As consumers, we tend to gravitate towards companies that provide a comfortable and seamless experience. In the automotive industry, dealerships across the country often focus heavily on internal processes to ensure their employees understand the service visit expectations. However, equal emphasis should be placed on preparing customers for what to anticipate during their visit. By investing time in setting customer expectations before they arrive for their appointment, dealerships can foster a sense of trust and familiarity, ultimately leading to increased customer satisfaction and loyalty.

One effective strategy to achieve this is through the creation of what-to-expect videos, specifically tailored for new clients. These videos can be shared across various platforms, including the dealership’s social media channels, appointment reminder emails, and company website. By providing a comprehensive overview of what customers can expect during their first visit, dealerships can alleviate any uncertainties and create a welcoming atmosphere before the customer even sets foot on the premises.

The content of these videos should be carefully curated to address common customer concerns and questions. For instance, the video can include clear directions to the dealership’s location, helping customers avoid the frustration of navigating unfamiliar areas. Additionally, the video should outline the expected duration of the services the customer is coming in for, allowing them to plan their day accordingly. Information about the amenities available to customers who choose to wait for their service, such as complimentary Wi-Fi, refreshments, or a comfortable waiting area, can further enhance the customer’s perception of the dealership’s commitment to their comfort and convenience.

Another crucial aspect to highlight in the what-to-expect video is the dealership’s customer service protocol. This can include details on where customers should go upon arrival, such as following proper signage to the service drive and pulling all the way forward. The video can also showcase how the dealership’s staff greets customers, whether it’s at the vehicle or inside at the Service Advisor’s desk. Introducing the Service Advisor assigned to the customer’s appointment, perhaps with a friendly photo, can help establish a personal connection before the actual meeting.

Furthermore, the video should emphasize the dealership’s dedication to thoroughly reviewing the service visit with the customer. This can include mentioning the time allocated for this process, ensuring that the customer feels valued and heard. Providing an overview of the services offered by the dealership can also help customers understand the scope of assistance available to them, fostering a sense of trust in the dealership’s expertise.

Transportation options offered by the dealership should also be highlighted in the video. Whether it’s a shuttle service, loaner vehicles, or partnerships with local ride-sharing companies, letting customers know about these alternatives can alleviate any concerns they may have about being without their vehicle during the service visit.

The primary purpose of this proactive communication strategy is to ensure that all the customers’ needs are met and any questions they have about their visit are addressed upfront. By providing this information before the customer arrives, Service Advisors can begin building a relationship with the customer, establishing trust and comfort before the first face-to-face interaction. This approach demonstrates the dealership’s commitment to customer care and attention to detail, setting the stage for a positive service experience.

Imagine the frustration a customer feels when they spend 20 minutes trying to find a parking spot, only to be told by the Service Advisor that they could have simply pulled through the service doors. By providing clear instructions and expectations beforehand, dealerships can avoid such scenarios and create a seamless, stress-free experience for their customers.

In conclusion, creating what-to-expect videos for new clients is a powerful tool for dealerships to elevate the customer experience. By setting clear expectations, addressing common concerns, and showcasing the dealership’s commitment to customer care, these videos can help build trust and loyalty before the customer even arrives. Coupled with continuous training for Service Advisors and staff, this proactive approach can differentiate a dealership from its competitors and create a lasting impression on customers.

Elevate your Fixed Operations department with our custom-tailored solutions. Our team offers in-depth assessments and specialized training programs, crafting strategies designed specifically to boost efficiency, maximize customer retention, and ensure long-term profitability. We’ll work closely with you to identify areas for improvement and implement targeted solutions that drive sustainable growth for your business.