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Enhanced your vehicle multipoint inspections with Video


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  • 2 months later...

Joe, I agree 100%... with the concept. In reality, there's 2 tactics at work here. #1 - DEMONSTRATE the problem. #2 - Build TRUST. The ONLY problem with any of the strategies is... you have to use THAT 4 LETTER WORD! It's WORK! Yup! It takes a little work - but the rewards are well worth it. In fact, I did a video about this one simple strategy - and every repair shop in the market already has the tools to do it!

YOUTUBE-WeirdHack-AsSeenOnTV.jpg.331301bcb56e33fc2debad38891a9134.jpg

I know that with new or existing customers, you've GOT TO WORK on building TRUST! Sending video or simple pics does that. Sad to see that every shop owner ALREADY OWNS THE TOOLS THEY NEED... but they don't use them. :/

Hope this helps! 
Matthew Lee
"The Car Count Fixer"
Grow Your Car Count, Income and Profits!

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  • 3 weeks later...

I see two sides to the trust issue and video.

If you show a video of the problem (part) to the customer, they now trust that it (really) needs it. My thinking is that if they REALLY  trusted you , they wouldn’t need the video!

I only occasionally use pictures and seldom use video. I think trust is huge !

Victor

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Digital is the way to go but sending a video is a bit clunky.  The customer has to go through the whole video, then try to look back at pieces of it.  I think pictures as part of an inspection would be the better way to go.  Reserve video of items that move or make noise.

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We've been doing this for a couple of years now. We take a quick video with sound, 30 seconds or less, with a smart phone and email it to the customer through a dedicated business email . The customers can respond right through the email or call us back. We find it helpful in selling front end work, leaks and under car, things that customers can't readily see. Digital technology makes things easy and also lends professionalism to what we do.

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  • Have you checked out Joe's Latest Blog?

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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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