How To Inspire Customer Loyalty with Service Videos
If you’ve ever seen the disbelief on a customer’s face before they say, “You want *insert reasonable price* for a *costly, labor-intensive repair???*”, you’ll understand the value of service videos.
Think of service videos as pre-emptive second opinions, because any time the price tag tops $250, the customer will consider getting a second opinion. However, a well-done service video can delay that impulse, inspire trust, increase the customer’s acceptance, and enhance their experience. Here’s how.
Pre-Service Inspection Videos
The phrase “pics or it didn’t happen” probably shouldn’t apply to your fixed-ops technicians, but unfortunately, it does. Even if your customers don’t have the know-how to identify everything – or anything at all – they see in an inspection video, creating one will give your service team credibility. Your tech can point out exactly what they’re seeing and why it’s the root cause of the customer’s complaint. And if the client wants a second opinion from their shade-tree mechanic friend, they can send the video along.
Repair Explanation Video
Repairs that sound way too simple for the steps, parts, time, and precision it takes to do them right:
- Air Bag Replacement
- Timing Belt Replacement
- Head Gasket Replacement
- Bent Frame
- All of them. Every single one.
The truth is, if car repairs were as simple as they sound, service centers wouldn’t be profitable. Customers would simply DIY their camshaft replacement and keep rolling along. However, when the four-figure estimate comes, customers tend to forget that. A video that explains everything involved in the repair process can help them remember.
While automotive repairs are often complex, a service video can allow your team to explain them in easy-to-understand terms. Start with a review of the parts involved, a simplified explanation of how the repairs will be accomplished, and a time estimate. Follow it up with a breakdown of how the repairs will improve the customer’s driving experience and the risks of foregoing repairs. Your customers will appreciate the transparency, and your service team will benefit from improved communication and fewer objections to the service.
Post-Service Update
After repairs are completed, send a video showing your customers the finished work. Demonstrating that the vehicle is now functioning properly can help boost confidence in the repairs and relieve the inherent stress involved. Plus, having a functioning vehicle sometimes isn’t enough to make the repairs feel worth it. A post-service update that illustrates what’s going on under the hood, can make the repairs more tangible.
Educational Content
You can also use service videos to create educational content about common car maintenance tasks and proper vehicle care. These videos can live on your website as a resource for your customers. Alternatively, sending them to customers when their vehicle is due for factory-scheduled services can improve the number of clients booking appointments.
Tips For Creating Impactful Service Videos
When creating a service video, remember these three tips:
- Lighting is Important: Make sure your videos are recorded in a well-lit area that gives the customer a clear view of the service technician and their vehicle.
- Simplify the Narration: Your service team should eliminate as much automotive jargon as possible, speak clearly, and make sure the details given align with the visuals.
- Personalize It: One of the biggest benefits of using service videos is your ability to personalize communication. Say the customer’s name, and even though they aren’t present, speak to them as if they’re standing in front of you.
Video for Service is a great way to accomplish all three. The application from TradePending makes it easy to record and send service videos to your clients with a simple platform that includes an integrated chat, Dolby background noise cancellation, a video bot for walk-around videos, and more. Book a demonstration to improve your customer’s experience, convert more, sell more, and service more, all in one place.