As we head into 2025, it’s time to shake off some common misconceptions that could hold back your service department. I’ve worked with service departments across the country, and while there are varied challenges, there’s one thing that stands out: clinging to outdated beliefs costs you time, money, and customer satisfaction. Let’s address a few myths that still persist—and how you can start the new year fresh with a more efficient, profitable service drive.
Service managers often tell me, "Our customers, especially older ones, prefer phone calls." I get where they're coming from—calling feels more personal, right? But that mindset is outdated. Not so long ago, customers preferred a call, but nowadays, almost everyone—from teens to seniors—prefers texting on their mobile device for one simple reason: convenience.
When we introduced texting years ago, many dealerships were skeptical. They’d say, "Our customers are more prone to calling." That’s no longer the case. Texting allows customers to respond at their own pace without the pressure or inconvenience of a live conversation. And guess what? Today’s seniors are no strangers to texting. In fact, many older people use their phones to chat with their grandkids using voice-to-text or check social media.
How myKaarma Helps: myKaarma’s omnichannel platform makes it easy for service advisors to contact customers, ensuring all communication is seamless and tracked in one system. Customers get the flexibility they want, and dealerships benefit from faster response times and fewer missed calls.
Some service managers still believe, "Pictures are good enough. Why bother with video?" But here’s the reality: most customers don’t know what they’re looking at when you send them a picture of a part. You could show them a gasket or a transmission pan, but they won’t know what it means without an explanation.
Let’s look at it this way: when a customer is at your dealership, you’ll take them into the shop and physically show them what’s wrong with their car. It builds trust and helps them understand the repair. But when that’s not physically possible, how do you create that same level of trust? That’s where video comes in. A video allows your technician, in real-time, to show and explain the issue, bridging the gap between the customer’s understanding and the repair.
How myKaarma Helps: With myKaarma’s tech video inspection, you can record HD videos that not only show the problem but tell the story. The result? Customers feel informed, trust your recommendations, and are more likely to approve repairs. Plus, videos help eliminate confusion and reduce back-and-forth questions, speeding up the process and increasing your average repair order.
This one gets to the heart of efficient communication. Many service managers allow their advisors to use desk phones or personal numbers to call customers. But when customers see multiple numbers—one from the main line, another from the service advisor, and maybe even a third from the MPI system—it causes confusion. Worse yet, it’s hard for the service department to keep track of calls, and that can lead to missed opportunities or disputes.
Here’s a scenario: a customer says, "I’ve been trying to call you, but no one’s picking up." The service advisor responds, "No, you haven’t called." The truth? The customer did call—but used a different number, and the advisor never knew about it. This kind of miscommunication leads to frustration and undermines trust. It also makes it difficult to address disputes, which can be costly for your dealership. If there is no record of the call, did it even happen?
How myKaarma Helps: myKaarma’s integrated calling solution ensures every call—whether it’s from a phone or a text—is logged and recorded. When you use one single number, it provides clarity for the customer and transparency for your team. No more confusion, and no more "he said, she said." And if a dispute arises, you can simply pull up the call recording to verify what was said.
Do you want to take your service drive to the next level in 2025? Here's my suggestion: become your own customer. Make an appointment, experience the entire process, and see what your customers encounter firsthand. I often find that service managers have no idea what the customer journey really looks like from start to finish. Review the process and ask the hard questions:
You'll uncover the otherwise hidden gaps that frustrate customers and hold back your service department. You might discover that your appointment scheduler is booked up for three weeks, motivating customers to go elsewhere. Or maybe you discover that your team isn't consistently offering pickup and delivery services, which can be a game-changer for customer satisfaction.
It’s time to let go of outdated myths and embrace a smarter, more efficient service department. myKaarma’s platform will help you communicate better, improve customer satisfaction, and drive profitability. Solutions like integrated texting, video inspections, and a single-number calling system will create a more streamlined experience that benefits both your customers and your bottom line.
Request a Demo today to see how myKaarma can help you start 2025 with a more profitable, customer-focused service drive.