Use video to build customer trust after MOT changes, says Dragon2000

Time 10:56 am, June 22, 2018

DRAGON2000 is reminding dealers that the use of video can help build customer trust following recent MOT changes.

Three new categories have been introduced to grade car defects as part of the annual MOT inspection. Based on the urgency of the fault which requires rectification, the categories are minor, major and dangerous, and they escalate in severity.

A detailed and transparent video of these defects and the level of their seriousness can help reassure customers and build trust.

Failed MOT items such as faulty lights and worn brake discs can also be highlighted in an effective way.

Dealers who offer their customers regular free vehicle health checks (VHCs) including images and videos of items can also help identify worn parts that need attention on an ongoing basis. This not only produces more revenue potential, but also means the cost to the customer of maintaining their vehicle is spread over time.

VHCs are widely performed by technicians and have proven their worth, providing dealers with the opportunity to upsell aftersales work and boost customer satisfaction and trust. And Dragon2000 has a useful app that can help here.

Mark Kelland, commercial manager at Dragon2000, said: ‘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.’

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Dave Brown's avatar

Dave, production editor on Car Dealer Magazine, is a journalist with more than 30 years' experience in the worlds of newspapers, magazines and public relations.

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