At the recent AAAA Aftermarket Expo, I was given the great privilege of speaking in front of a few hundred workshops. The main theme through this talk was the customer experience.
Times have changed, and continue to change rapidly, and the expectation of the customer experience continues to evolve, and if we, as business owners don’t adapt to that change, we’ll be left behind.
At the beginning of my talk at the expo, I showed a 2 minute video about Amazon Go, which is a new way we will experience shopping (well worth a look, simply google “amazon go”).
Amazon Go is a system whereby you walk into a supermarket, do your shopping and walk out. The technology will handle the whole experience for you.
The main take-away from this story is that customers nowadays play a much more tangible part in the customer experience. They want to be part of the experience. There is a “touch” element that the customer wants to be part of, they want to know what’s going on and feel they have some control.
That’s where Workshops need to step up their game or risk losing customers to their competition who provide a better customer experience.
In foreseeing this challenge, I decided to create a system that allowed the Workshop to provide a much more professional and systemised way of handling their work, but at the same time, provide an amazing experience for the customer.
We created Auto Inspect, the first tool of its kind, that allows you to carry out an inspection on a vehicle, but most importantly, the client can interact directly with the inspection process.
The customer receives a link to a webpage that allows them to see exactly what’s happened with their vehicle and have complete control over approving the work.
What’s even more powerful is the notifications that you as the workshop operator get. You can see when the client has opened the inspection, and any work that they have approved.
This is the ultimate win/win. The customer wins because they feel they have an input into the service or repair process, and the workshop wins as they provide a more professional customer experience, and ultimately win much more work.
Check out this feedback from Roy at Stevenson’s Automotive:
The inspection tool has provided amazing customer retention and many clients are really happy and feel that they are being provided a very professional service. The email feature through auto inspect makes workshop software stand out as a cost effective and easy system to use.
Think about the level of credibility your workshop will receive by creating a customer experience that’s even better than the dealerships (ultimately that’s what we want, right?).
Never before has so much power been afforded to the aftermarket workshop at such an affordable price. Previously, systems like this cost thousands to implement, required hours (sometimes days!) of training, and had your whole workshop on edge as you went through a massive learning curve.
Today, you can implement a system like this from as little as $39 per month, and you’ll be up and running in minutes with virtually no training required.
It’s time to start creating a customer experience that exceeds the dealerships, and with the Auto Inspection Tool, you can do this and more.
For more details, take out a trial of Workshop Software at www.workshopsoftware.com.au, and turn on the Auto Inspect Tool.