Township Chevrolet texts customers updates on their vehicles using photos, videos
At other service departments, customers drop off their vehicle and never hear a peep ... until the dreaded phone call that tells them how much the repairs will cost.
But at Township Chevrolet
Buick GMC Ltd., the emphasis is on detailed communication during each appointment.
Each technician uses an app to keep customers updated throughout the appointment, either via text or email.
“If our technicians find anything that should be brought to the customer’s attention, they’ll take photos and videos and send it to them along with an explanation,” explains Township Chevrolet Service Manager Marvin Weeks.
Once an estimate has been provided, customers have the option to approve it digitally — by signing a bar that will pop up on their phone — or ask their technician to call them to discuss it further.
Weeks says some customers prefer a good old-fashioned phone call to discuss an estimate, but most are glad to dash off their approval digitally and get back to their own work. Customers waiting in the lounge can either approve via text/email or by having an in-person chat with their tech.
No matter how they choose to approve the estimate, Weeks says customers always appreciate the photo and video updates of what’s happening with their vehicle.
“They like the transparency. They get to see exactly what’s wrong with their vehicle, instead of just taking someone’s word for it,” says Weeks.
No special app is required in order for customers to communicate with the Township technicians. When the vehicle is brought in, the customers can choose either text, email or telephone communication. Anyone who chooses text or email will be updated throughout the appointment, and anyone who prefers a telephone call will be phoned as soon as the estimate is ready.
While being able to communicate with customers via texting and emailing has made for faster response times and greater transparency, Weeks says they’re always cautious to maintain the “personto-person” customer experience, too.
“We never want technology to replace that human connection, where we’re talking directly with our customers and showing them that they’re our priority,” says Weeks. “A real, person-toperson interaction is always going to be important to us.” Township Chevrolet Buick GMC technicians keep customers updated throughout their appointment, either via text or email.