Sending customers videos that bolster suggested repairs and maintenance revealed by multi- point inspections is a proven way to amp up service and parts revenue. But persuading technicians to videotape their inspections can be as difficult as removing rusty manifold bolts.
But at Austin Subaru and Austin Infiniti, two adjacent dealerships owned by Continental Automotive Group, service managers have cracked the code by using two different strategies. At the Infiniti store, most technicians produce their own videos. But at the Subaru rooftop, where technicians balked at playing cinematographer, three professional videographers do the heavy lifting.
While the strategies differ, the results are similar: significant increases in revenue because videos move customers to say yes to suggested maintenance and repairs, said service director at Austin Subaru, and Josh Sandoval, service manager at Austin Infiniti.