Fixed Ops Magazine - 2020 Vol17 02 - 43

pair options will only overload customers and scare away business. This can
be true if online pricing and menus
aren't managed well, but consumer
skepticism is multifaceted and best
solved with transparent dialogue. The
reality is that customers want to be engaged throughout the process and will
feel more comfortable giving you their
business when you can set clear pricing
expectations ahead of time.
Imagine if the airlines asked you to
come to the airport and check in your
bags before they gave you a price for
your flight? Ridiculous. Yet in many
ways, we ask our service customers to
do business with us that way.

Customers also want to know exactly
what's going on while their cars are in
the shop. It is on dealers to deliver by
educating customers throughout the
entire experience, involving and informing them along the journey. To accomplish this, the same kind of technology
customers use to track a package can
be applied in the service department,
only this time, it's even better. Now,
technicians can send live video and
audio updates of repairs right to a customer's phone, giving them the visibility and control they crave in real time.
And systems can send automated updates as a repair progresses, taking the
phone call burden off your staff. Transparency is important when it comes to

THE REALITY IS THAT
CUSTOMERS WANT TO BE
ENGAGED THROUGHOUT
THE PROCESS AND WILL
FEEL MORE COMFORTABLE GIVING YOU THEIR
BUSINESS WHEN YOU
CAN SET CLEAR PRICING
EXPECTATIONS AHEAD
OF TIME.
43



Fixed Ops Magazine - 2020 Vol17 02

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 02

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