How to Use Real-Time and Evergreen Data to Grow Your Shop

It is often said that “a picture is worth a thousand words.”  When it comes to vehicle inspections, you could even say a photo is worth a thousand happy customers. Digital vehicle inspections (DVIs), complete with photos and videos, give your customers a clear picture of their vehicle’s status and empower them to make well-informed decisions regarding repairs. This not only enhances the customer experience but also fosters a culture of trust and builds long-lasting relationships. Take a look at three ways DVIs can drive growth and success in your shop: 

1. Fostering trust with photos and videos of repairs for approval. 

Digital vehicle inspections provide the clearest way your associates can tell a customer what you found within their vehicle and the possible solutions. Using the media the technician captures, the vehicle owner is empowered to make a knowledgeable decision based on your technical knowledge and experience. 

Sending the customer six to eight photos and videos more than 50% of the time leads to a higher ARO. Not sending enough photos and videos may not give the customer enough information on the health of their vehicle. Conversely, too many images and videos can overwhelm the customer. Capturing the full state of the vehicle with just the right number of photos and videos facilitates a culture of transparency and builds trust with customers, enhancing their experience and leading to more repeat business.

2. Proactively monitoring overall vehicle health.

“I should only get my car inspected if something seems off.” Wrong! A great way to view DVIs is to think about them in terms of overall vehicle health. A thorough DVI can not only provide insight into the customer’s original complaint; it can also give you a full picture of other issues that might be impacting the vehicle or will in the future. Just as you might need blood work and X-Rays for a correct diagnosis from your doctor, a DVI done correctly can provide insight into the health of your vehicle and help technicians make strong, educated repair recommendations.

Completing a routine “check-up” with DVIs can verify if the vehicle is in top-notch shape or proactively identify issues a customer might not see. Even if a customer does not want regular check-ups, technicians can still complete a thorough DVI when the vehicle comes in for repairs and potentially prevent further issues down the road. DVIs go beyond simply making a profit. They are a tool used to build a relationship with customers and ensure their safety on the road.

3. Educating the customer with convenient, easy-to-understand explanations. 

DVIs seek to leave no questions unanswered. When vehicle owners are presented with the option for a repair, they need to know two things: information about the problem and the benefits of the repair. This is where DVIs come in as an opportunity to educate the vehicle owner and give them the information they need to make the right decision. 

With Tekmetric’s MotoVisuals integration, the recommended repairs in a DVI are accompanied by educational videos and animations that give more context to the issue and how the technician’s proposed repair can benefit the vehicle owner. This provides a greater understanding of the repair process for your customers – they can even share the videos with a car-minded partner or friend for a second opinion. By educating the customer on the purpose of a repair, it gives them more confidence in your shop.

Ultimately, DVIs lead to a higher close ratio and ARO because they present the information in a transparent manner that leads to greater trust. When vehicle owners can see the why behind their repairs and understand the value of the solutions you are offering them, they’re more likely to return. As a result, you are setting your shop to experience increased customer retention, stronger relationships with your customers and ultimately, greater profitability.

Building a strong company culture is key to not only employee retention and satisfaction, but also performance. Tekmetric’s leadership team chose to go beyond company values to create a culture operating system.

"I believe culture can be our strategic advantage.” - Sunil Patel, CEO

The operating system is built around 24 Fundamentals, designed to complement Tekmetric’s four values: Focused, Reliable, Authentic and Compassionate.

The Fundamentals are specific characteristics and actions that can be measured and practiced on a daily basis. The Tekmetric team collaborated closely to create the fundamentals, avoiding a top down approach and ensuring buy-in from across the organization.

“What we thought was really cool about it is that they're relatable,” said Karina Amanullah, Head of People and Culture. “Everybody knows how to do each one of them. Even if they haven’t mastered them, they know what they are and there's no ambiguity. “I think the most valuable piece is when you read them you understand exactly what type of company we want to be.”

Added Amanullah, "It makes it clear what kind of culture we want to build. How we want to communicate with each other. What we believe in. What we don’t believe in. Formalizing it and getting it down on paper is powerful.”

Since the rollout in February, the Fundamentals have become part of the everyday work of each team at Tekmetric.

Each week starts with an email from Founder and CEO Sunil Patel on his thoughts on the Fundamental of the week, which is also discussed in team meetings, leadership meetings and during the monthly all company meeting. New hires are introduced to them during onboarding.

And, more importantly, they are becoming part of the everyday vocabulary within the company.

“We're starting to use them as common terms within the company,” said Amanullah. “I hear them used in meetings and I think it’s nice to see them become part of our language. The ultimate goal is to get people so comfortable with them that it's not a thing. It's just what happens at Tekmetric.”

“As we continue to grow and scale our company, consistent messaging and culture amongst our teammates and externally with customers is hard to preserve," said Patel. "I believe culture can be our strategic advantage.”

The Fundamentals

1. ADOPT A GROWTH MINDSET.

Be a lifelong learner. Seek out and take advantage of every  opportunity to gain more knowledge, increase your skills, and become a greater expert.  Accept new challenges and learn from them. Take the time to share what you’ve learned  with others on the team if they can benefit too.

2. SHARE THE WHY

Before others can understand what to do or how to do it, they must  first understand why. Explain the big picture. The more people understand the reason  for what we’re doing, the more actively they can participate in the solution.

3. THINK TEAM FIRST

It’s about us, not about you. Don’t let your ego or personal agenda  get in the way of doing what’s best for the team. Be there for each other and be willing  to step into another role or help a co-worker when that’s what’s required for success.  Help each other succeed.

4. DRIVE IMPACT

While effort is important, our customers expect results. Follow up on  everything and take responsibility to ensure that tasks get completed. Set aggressive  goals, use measurements to track your progress, and hold yourself accountable for  achieving those results.

5. GET CLEAR ON EXPECTATIONS

Create clarity and avoid misunderstandings by discussing  expectations upfront. Set expectations for others and ask when you’re not clear on what  they expect of you. End all meetings with clarity about action items, responsibilities, and  due dates.

6. TAKE OWNERSHIP

Take personal responsibility for making things happen and see them  through completion. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. If you see an opportunity to make us better, act on  it. Accidentally stepping on toes is inevitable and should always be forgiven; we're all on  the same team.

7. PRACTICE BLAMELESS PROBLEM-SOLVING

Demonstrate a relentless solution focus,  rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same  mistake twice. Get smarter with every mistake. Learn from every experience.

8. MAKE DATA-DRIVEN DECISIONS

Make good decisions by relying primarily on facts and  data, rather than solely on opinions or emotions. Be objective. Analyze the data and use  this information to make better decisions.

9. TAKE INTELLIGENT RISKS

Innovation, improvement, and success don’t come from  playing it safe. They come from a thoughtful and intentional willingness to try the  unconventional and to ask “What if?” Try a new way. Think differently.

10. ACT WITH INTEGRITY

Demonstrate an unwavering commitment to doing the right thing  in every action you take and in every decision you make, especially when no one’s looking.  Always tell the truth, no matter the consequences. If you make a mistake, own up to it,  apologize, and make it right.

11. SHARE INFORMATION

While we should be vigilant about protecting confidential  information both internally and externally, share relevant information freely throughout  our organization. The more people know, the better we can collaborate. Learn to ask  yourself, “Who else needs to know this?”  

12. DEBATE, THEN ALIGN

Healthy, vigorous debate creates better solutions. Debate  concepts without making personal attacks. Check your ego and push for the best solution,  rather than your solution. Once a decision is made, however, get fully aligned by putting  your complete support behind it.

13. DO WHAT’S BEST FOR THE CUSTOMER

In all situations, do what’s best for the customer,  even if it’s to our own short-term detriment. Understand our customers’ world. Know  their challenges and frustrations. See the world from their perspective. Put their needs  ahead of our own. There’s no greater way to build a reputation than to steadfastly do  what’s right for others.  

14. PAY ATTENTION TO THE DETAILS

Missing just one detail can have an enormous impact  on everything that comes after it. Be a fanatic about accuracy and precision. The goal is  to get things right, not simply to get them done. Double-check your work. Get the details  right the first time.

15. BE A TEKMETRIC AMBASSADOR

We’re all responsible for, and benefit from, our  company’s image and reputation. Consider how your actions affect our collective  reputation, and be a proud and positive representative of Tekmetric. We love to say,  above all else, when representing Tekmetric, be someone you yourself would enjoy  spending time with at a backyard barbecue.

16. LISTEN GENEROUSLY

Listening is more than simply “not speaking.” Give others your  undivided attention. Be present and engaged. Minimize distractions and let go of the  need to agree or disagree. Suspend your judgment and be curious to know more, rather  than jumping to conclusions. Above all, listen to understand.

17. SPEAK COURAGEOUSLY.

Speak honestly in a way that helps to make progress. Say what  you mean, and be willing to ask questions, share ideas, or raise issues that may cause  conflict when it’s necessary for team success. Be courageous enough to say what needs  to be said. Address issues directly with those who are involved or affected.

18. HONOR COMMITMENTS

Do what you say you’re going to do when you say you’re going  to do it. This includes being on time for all phone calls, appointments, meetings, and  promises. If a commitment can’t be fulfilled, notify others early and agree on a new  deliverable to be honored.

19. CONNECT WITH EACH OTHER

Our relationships go deeper than simply being teammates  at work. We spend a lot of time together, and we genuinely care for and about each other.  Whether it’s a kind word during a tough stretch, a friendly smile each morning, or a  helping hand in stressful times, show your compassion.

20. BE A FANATIC ABOUT RESPONSE TIME

Respond to questions and concerns quickly,  whether it’s in person, on the phone, or by email. This includes simply acknowledging that  we got the question and we’re “on it,” as well as keeping those involved continuously  updated on the status of outstanding issues.

21. SHOW MEANINGFUL APPRECIATION

Recognizing people doing things right is more  effective than pointing out when they do things wrong. Regularly extend meaningful  acknowledgment and appreciation — in all directions throughout our organization.

22. MAKE HEALTHY CHOICES

Take care of yourself at home and at the office. Eat well,  exercise, and get adequate sleep – take care of yourself so that you’ll thrive personally  and professionally. Support each other in making healthy choices. To give your best, you  must be at your best!

23. “BRING IT” EVERY DAY

Have a passion for what we do and be fully engaged. Make the  most of each day by approaching every task with energy, focus, purpose, and enthusiasm.  Put your best work and effort on the table. Work with a sense of urgency to get things  done.

24. KEEP THINGS FUN

While our passion for excellence is real, remember that the world has  bigger problems than the daily challenges that make up our work. Stuff happens. Keep  perspective. Don’t take things personally or take yourself too seriously. Remember that  attitudes really are contagious – inject fun into what you and we do.‍