Follow-up Videos – How Quik Helps You Build Stronger Customer Relations

Technicians now have the opportunity to thank the customers for their business which has a great impact on the customer satisfaction levels. Additionally, the follow-up video feature now allows technicians to send additional video recommendations to the customer should they find any more issues discovered after the standard MPI process.

Crowning your customer

The ‘Thank You’ videos are yet another Quik solution designed specifically to build trust and good customer relations for your dealership. They allow the technician to show the customer the work which has been carried out on their vehicle through the video, while also having the ability to thank the customer for the opportunity to work on their vehicle.

The result of those ‘Thank You’ videos is that it allows the customer to see the work that they approved has been carried out on their vehicle and they feel good that the technician appreciates the business and sees them as an individual. The outcome of this elevates the customer experience carrying you towards your goal of a truly exceptional customer experience.

The best way to personally thank your customers for their business

For your dealership, saying thank you is a lot more than maintaining good manners. These two words will aid you in creating lasting, loyal customer relationships. Maintaining high levels of customer satisfaction and creating good customer relations is extremely beneficial for your dealership mainly because it reduces the churn of customers due to poor customer care services. “Up to 60% of consumers will pay more for a better customer experience.” Source: Desk.

Also, in the current marketplace where customer competition is very high, the relationship you have with them will be a key differentiator for you with your competitors. It is a lot more affordable to retain current customers than to look for new ones, so when you have the opportunity to create excellent customer service to maintain customers, you should grab it.

”As many as 89% of consumers have begun doing business with a competitor following a poor customer experience.” Source: RightNow.

This shows how important delivering excellent customer service is for your dealership. “Happy customers who get their issue resolved quickly and effectively tell 4 to 6 people about their experience.” Source: Kissmetrics

So that’s a way to significantly influence the word of mouth about your business.

Sending a thank you video also opens up the opportunity to offer your customer to revisit your dealership. 75% of customers say they have spent more money and time with a company because of a history of positive experiences. Source: Kissmetrics.

Kindness and gratitude for a customer’s business are a definite means to further captivate them for the long term.

Additional work identified

The follow-up video feature has been implemented to be used in the case that further repairs for a vehicle have been found by the technician after the first video has already been sent.

This may happen during the vehicle inspection as the technician recommended a repair on a particular item, however, after dismantling the part, an additional item or items that needed to be addressed are found. Simply because these were not visible until the parts were removed for the initial inspection, the ability to send a second follow-up video to inform the customer of additional items being recommended is a great asset.

This new follow up feature is a great advantage to both the customer and the technician working on the car. It allows the technician to not only contact the customer and inform them of additional work that needs to be carried out on the vehicle but allows the customer to see that the technician is working to the best of their ability to create a safe driving experience for the customer and thus building trust.

Follow up videos fill up space in the conversation between the dealer the customer, when the dealer can actually outshine their competition. As it takes 12 positive service experiences to make up for 1 negative experience, (source: Kissmetrics), trust is very sensitive matter in a business to consumer relationship, so it is important to keep your customers in the know about both the positives and negatives within their vehicle.