Fixed Ops Magazine - 2020 Vol17 03 - 61

Think about your interactions throughout the day that

to be done quickly. The industry has tried uncountable

are completely by text messaging, from a quick "hello"

ways to make that more pleasurable for customers by

to a friend, to a reminder on your to-do list, to the phar-

installing amenities like massage chairs, nail salons, bis-

macy letting you know your prescription is ready. All

tros and coffee houses, all with little success. Customers

these happen quickly and without having to interrupt

value experience over things. Amazon did not become

what you were in the process of doing.

the retail giant it is because customers loved going to a
store to shop! Instead, Amazon became popular due to

When you integrate texting into your daily customer

the ease with which customers can use it.

interactions it frees up time for both you and the customer, making vehicle service less painful for the con-

Using text messaging is more like a conversation with

sumer! The customer now feels connected to you and

your customer. There is the back and forth, question

your business. They have a way to easily communicate

and answer without the delay of a phone call. It al-

for questions, appointments or advice. You become

lows the ability for either side to forget something and

their "car person" - the one they turn to for everything

quickly re-engage the conversation.

car related. Combine that with sending pictures from
the technician of repairs performed or needed and the
trust is multiplied. A relationship grows, trust is built,
and technology helped you do it.
A customer sitting in the waiting room feels time move
slowly, is not comfortable, and only wants the repairs

MAY JUNE 2020 || FIXED OPS MAGAZINE

WOULD YOU LIKE IT DELIVERED?
Service pickup and delivery and mobile service will be
increasing rapidly in the next few years. The experience
the customer has interacting with those services will
determine who earns their business. This is an analog
service that must be backed up with technology to

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Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

Fixed Ops Magazine - 2020 Vol17 03 - 1
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