A new on-demand video service by Haynes is showing car owners that there’s no reason they can’t fix certain issues with their car themselves, given the right instructions. Is this empowerment of drivers a threat to repairers or should they be taking a leaf from Haynes’ training manual and improving their customer relationships by offering more transparency on vehicle repairs?
According to Haynes, drivers can save hundreds of pounds on minor repairs with the do-it-yourself approach. Their videos are specific to each make and model of car, and show step-by-step instructions for a variety of jobs, including replacing rear light bulbs, spark plugs, starter motors, coolant, brake pads and more.
While many motorists would no-doubt like to be able to carry out such repairs themselves, the reality is that the majority are unlikely to have the time, the tools or the confidence to do so. Not to mention potential warranty issues. But what the videos do offer is insight for the car owner into how these aspects of their car are fixed, and how easy (or difficult) each job is.
This kind of information is invaluable for motorists who get those repairs done at a garage. Sure, there are plenty of car owners who already know about the inner workings of their vehicles, but for the rest of us it helps us make an informed decision about repair estimates, rather than having to trust the garage blindly.
If a repairer was to create a few videos or cheat-sheets offering similar insights into its most common repairs, it would go a long way to building trust and keep customers coming back.
It might seem counter-intuitive to reveal the tricks of the trade, but transparency is highly valued among consumers. What a video of a repair can do for a garage, is to show how an estimate is reached, including the time needed to complete the repair and the parts involved.
Another great use of video for repairers is live explanations of work being carried out. Automotive video service CitNow offers technology that allows dealers and workshops to consult with customers remotely about their vehicle and visually explain work while their car is on the ramp.
According to a recent CitNow article, nearly 40% of workshop customers believe that a sense of trust is more important than price when committing to repair work.
The future of vehicle ownership is going to be increasingly about control. We are already seeing this with in-car tech that detects and reports issues to the driver, such as Engie, and smartphone apps that aid with repairs and locating a garage. Repairers must consider how they can use this trend to their advantage.