Fixed Ops Magazine - 2023 Vol20 01 - 35

AUTO INDUSTRY EVOLUTION
AND ADAPTATION WILL REQUIRE
TRANSPARENCY AND TRUST
The automotive industry continues to evolve at an unprecedented
pace, while we adapt and grow from paper
MPIs to electronic communications, express checkout,
and service trackers. Take video creation and a full
report to our guests as an example. When guests arrive
at our dealership, we create an expectation from the
beginning, explaining that our technician
will complete a video and full
complimentary inspection on their
vehicle once the MPI is completed.
Primary concerns, if any, have been
addressed. We send the guest a text
message with a link to the technician's
video and MPI.
Take a moment to realize how big
this is ... As an advisor back in the
day, I would build value and transparency
with a guest by escorting
them into the shop so they could see
an issue like a leaky water pump with
their own eyes. Although this would help me to get the
sale, it was time-consuming and ineffective, taking me
away from the service drive. Fast forward to today,
our technicians show our guests exactly what vehicles
need through video creation, showing transparency
and building trust.
WE INSPECTED WHAT WE EXPECTED.
Fast forward to
today, our technicians
show our guests
exactly what vehicles
need through
video creation,
When I joined the Schomp Automotive group in 2018,
we had 4 stores averaging 55% video creation; fast forward
to 2022, and we have 11 stores
at an average of 97% video creation.
Retention, Trust, and Hours per RO
have increased. Our objective was
and is to provide a transparent visit
to our guests and to create value for
every guest every time.
There was not a magic pill. We inspected
what we expected.
showing transparency
and building trust.
* KPIs (Video Creation vs. RO count,
Video Sent- and View-Rates, MPI vs.
RO count, Video Quality, etc.)
JANUARY FEBRUARY 2023 || FIXED OPS MAGAZINE
35

http://admiglobal.com/getyour360

Fixed Ops Magazine - 2023 Vol20 01

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 01

Fixed Ops Magazine - 2023 Vol20 01 - 1
Fixed Ops Magazine - 2023 Vol20 01 - 2
Fixed Ops Magazine - 2023 Vol20 01 - 3
Fixed Ops Magazine - 2023 Vol20 01 - 4
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