WORKSHOPS should provide transparency via video and vehicle health checks (VHCs) in order to build trust with customers following the new MOT changes, says Dragon2000.
The new MOT inspection manual published by the Driver and Vehicle Standards Agency in May introduced three new categories for grading car defects – minor, major and dangerous.
Software provider Dragon2000 suggests that a detailed video of these defects and the level of their severity could help reassure customers, as failed MOT components, such as headlights and brake discs, can be easily shown to be non-functional or badly worn.
Workshops that offer their customers free VHCs on a regular basis with images and videos can also help identify worn parts that need attention on an ongoing basis, reducing the risk of the customer suddenly being surprised by a large repair bill as their costs will be spread over time.
Mark Kelland, commercial manager at Dragon2000, commented: ‘Our VHC app allows technicians to accurately record the condition of a vehicle, using images with descriptions for each item, and also record a video, to easily inform the customer of MOT repairs and maintenance items that need attention, but more importantly, potentially serious defects.
‘Being able to refer back to a report within the DragonDMS with stored images and video is essential, should there be any future query on the vehicle.
‘The VHC report and video link can be emailed direct to the customer, highlighting the work to help the customer decide whether to have it carried out. From a customer’s point of view, seeing the actual technician who has been working on their car and getting first-hand information demonstrates transparency, which helps create trust and increases repeat business.
‘Our VHC tool works on a traffic light system of red, amber and green, and workshops can create their own checklist templates, so they can have different types of VHC and tailor them as required. As it fully integrates with DragonDMS, should the customer decide not to go ahead with certain VHC items during this visit, they can be marked as advisories within the system.
‘A follow-up date can be set, which generates CRM reminders. It streamlines the whole communication process between the technician, the customer and the workshop adviser, and helps capture the additional work in future.’
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