Episode 2: Make educating customers about service needs a priority

At BMW of Peabody, Massachusetts, educating customers about their service needs is a priority. To customers and technicians alike, offering inspection videos was a natural addition. But first, the staff had to be educated.

In this segment, our reporter Suzanne Rogers takes you to the BMW Peabody service center, just outside of Boston, where they service over a hundred repair orders daily. Discover the innovative best practices that help them stand out in the face of strong competition.

Meet the team at BMW Peabody as they share their journey towards enhancing transparency for their customers. With digital multi-point inspections and technician videos, they bridge the gap between the workshop and the customer, making complex automotive details easy to understand.

Learn how these practices have boosted their success rate to 95%, increased customer pay hours by 20%, and transformed customer experiences. From the service director to the technicians, see how educating both staff and customers leads to exceptional service.

Watch now to explore the story of BMW Peabody and their commitment to delivering world-class service.