Have you ever wondered how to make your work shine, bring in more satisfied customers, and maybe add a bit of friendly competition? That’s exactly what the myKaarma Tech Video Grand Prix is all about! It’s not just a contest—it's a way to showcase your skills, build customer trust, and make tech videos a natural part of your daily workflow.
The Power of Tech Video in Building Customer Trust
Tech videos are more than a tool; they're a way to create real connections with customers. Here’s why they matter:
- Transparency: Tech videos allow customers to see exactly what's going on with their car, rather than just hearing about it. Showing a cracked suspension boot that’s leaking makes a world of difference compared to simply describing it. A tech video is about educating, not selling.
- Relationship Building: Think of a tech video as a conversation with your customer. Like explaining something to a family member, videos let you break down a complicated issue into simple, understandable terms. Transparency is what builds trust and brings customers back time after time.
Best Practices for Creating Effective Tech Videos
From my experience, I’ve found that the shops with the best success are the ones that follow a few key practices:
- Get Set Up for Success:
- Make sure you’re connected to the right Wi-Fi and your tools are ready to go. It’s a small step, but it makes all the difference in recording a successful video.
- Make It Personal:
- Briefly greet the customer, introduce yourself, and explain what you’re doing. Imagine you’re talking to someone who doesn’t know much about cars—your video should make them feel comfortable and informed.
- Use Tools for Validation:
- Show and Tell: Use tools on camera to measure brake thickness or tire tread. When you reveal these results visually, customers are much more likely to trust your recommendations.
- Consistency Is Key:
- Use a Script: Whether you create your own or follow an outline provided by your dealership, using a script helps ensure every customer has a quality experience. A plan of action makes a huge difference, especially for those just getting started in Tech Video.
The Value of Tech Video for Technicians
I know some technicians might be thinking, "Making videos isn’t what I signed up for." And I get it. But think about it this way: you’re not doing a service advisor’s job. You’re the doctor, explaining what you found after examining the patient (the vehicle). The advisor is the front office administrator handling everything else. You’re not selling—you’re presenting the facts, and that’s where the power lies.
One of my favorite examples from an earlier myKaarma Tech Video Grand Prix featured a technician demonstrating exactly how a car component degraded from “okay” to “needs repair.” Customers saw a suspension boot crack and leak right on their own car—there’s no better way to explain why the repair is needed.
Advice for Hesitant Technicians
If you’re feeling a little awkward or hesitant about recording videos, you’re not alone. One of my favorite launch strategies came from a Ford store. Here’s how they did it:
- Practice First: For the first week, the technicians just recorded videos. No pressure, no sending them to customers—just practice and get familiar with the process.
- Review Together: We sat down as a group, reviewed the videos, and worked on making improvements. By the end of the week, everyone found their own style and got comfortable.
Remember, the payoff is worth it. Every single time a customer watches a video, it makes a difference. Focus on how the videos benefit your customers—it takes the pressure off you and makes it easier to feel at ease with Tech Video..
Getting Your Team On Board
For service directors and managers, getting your technician team to embrace tech video makes all the difference. Here’s one strategy that worked at a Lexus store in Massachusetts:
- Technician-Led Decisions: The director assigned the shop foreman to ensure that Tech Video became part of their process. The foreman then discussed the new mandate with the techs. They asked as a group, “What do we want our customers to see in each video?” Letting the technicians decide helped build commitment and consistency. And the results spoke for themselves—every video was high-quality, and every customer got a great experience.
Trends and Benefits of Consistent Video Use
- Easier Upsells: In stores that use tech video consistently, we’re seeing upsells—especially on “yellow work”—go from 15% to 25%. Customers see the value because they can actually understand what’s happening with their car.
- Customer Retention: Videos build relationships. Let’s face it, we all watch reels or video content in our day-to-day lives. When you show customers what’s happening under the hood, you become part of their experience. That’s powerful. It helps build loyalty and improve Customer Service Index (CSI) scores, which OEMs care about a lot.
Join the myKaarma Tech Video Grand Prix!
Whether you’re a tech video pro or just getting started, the myKaarma Tech Video Grand Prix is your chance to shine:
- Showcase Your Skills: Share what you’re already doing and get recognized for it.
- Friendly Competition: Compete with your peers, get inspired by what others are doing, and make tech video a fun part of your shop culture.
- Links to Help You Get Started:
Tech videos aren't just another task—they're a tool that benefits you, the dealership, and most importantly, the customer. Let's make them a game changer for your shop. Join the Grand Prix and show what you’ve got!