When to use video
Successful video messages depend on the quality of the process. When will your dealership be employing videos? How will Technicians be notified that a video is required? Discuss the process in advance. Technicians must be clear on when (not) to make a video.
Triangular meetings
A good MOMENT to determine whether video is needed is during the triangular meetings. For example by using a stamp marked “video” or adding an additional line to the work order. This will inform Technicians that a video is required and lets Service Advisors know they should inform clients when receiving vehicles.
Video instances
- Annual Inspection: the Annual Inspection is an annually recurring item. Its outcome is never known in advance. Technicians work through a checklist. An ideal possibility to record a number of check items and use them in the video message. This makes it possible to deliver a video message with alternating good (everything fine, no additional costs) or bad news (repairs are needed). In case of Annual Inspection failure, reasons can immediately be illustrated.
- Regular servicing: servicing takes place at regular intervals. Technicians perform an x number of services, taking a certain amount of time each. Following a diagnosis, a brief video summary can be of added value. Clients can be shown what maintenance has been performed, inspiring confidence through visualising filter and oil changes, for example. It also offers an immediate explanation for the costs of the servicing.
- Complaints: as soon as a customer has complaints about the vehicle they bring to the workshop, you have the perfect opportunity for a video message. The cause and effect of an issue can be visualised naturally. You can show how the issues are repaired - and even if they cannot be repaired, the video lets you show clients what actions you have taken.
- Good or bad news: a video message is a powerful tool to share information with a client quickly and efficiently, thereby helping you to sell the repair work. But take note: if you only use video for this purpose, clients will start to associate videos with additional costs. Motivate Technicians to also employ videos in cases of 'good news'; such as a brief video in which the Technician explains their intended actions during servicing.
These videos can help to improve customer satisfaction, as showing them what takes place during workshop activities increases transparency and trust.