No matter if your customers are booking their next appointment via phone or website, it will be beneficial to inform them that they will be able to use self-service when they deliver their car for service! Self-service will "save them time", "they can jump the queue", "they can check-in contactless" and "the day before they will receive an SMS or email, so they can check-in from home".

Some customers may get scared of an SMS coming from somebody they do not know and they may therefore not use the self-service. However, if you are already at booking explaining to the customer that an SMS will be sent the day before, then the customer will be mentally prepared and feel safe about the SMS sent to them.

Important: Validate the customer's email address! When registering the customer's email via the phone or the customer enter's their email themselves in the online booking, then make sure to repeat "let me just double check your email" or make your website form validate that the email format is correct (Your IT can help with that). If you do not have the customer's correct email, the customer cannot use the digital services!

Repeat, repeat, repeat! Explain to your customers that "they will receive an SMS/Email on the evening prior to their appointment and they begin their check-in online" and that "they can use the self-service kiosk on arrival at the dealership - to save time and jump the queue".

Maybe even tell the customer where they find the kiosk at the dealer site: "It just inside the door to the left... - it's black and shiny!". The guiding proactive information builds trust. Trust to open the SMS the night before and trust to turn left at the dealer site to interact with the self-service kiosk.
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​Important: Validate mobile number! When speaking to the customer, check that the customer's mobile phone number is valid - "let me just repeat your mobile number.." and "can you confirm this is a mobile number, not a fixed-line number?" Customers register an invalid mobile phone number 1 out of 4 times! This means you lose 25% of your potential revenue unless you validate the mobile phone numbers.

Tjekvik will automatically send a notification (if the phone number or email is correct!) the evening before their appointment to remind the customer about their appointment and offer the customer to a) update contact information, b) review and comment on their work order, c) add value-adding services such as wiper blades, and d) answer questions such as interested to hear more about a service plan. The "Home" check-in is like the check-in in the airport - if the customer checks in you are confident they will come to their appointment, they will update their appointment data and value items sold during check-in will add direct and significant value to your business. This is where the ROI begins!

Important: Build trust! Most customers are taught that they should not open an SMS or an email from somebody they do not know and trust! And they should defiantly not click on a link from somebody they do not know! So think about what "Sender name" that your customers would know and trust. Do ALL your customers know your grandfather "Larry" who started the business 50 years ago? Or would people rather associate your dealership with their car brand (Example: "BMW") and the city they live in (Example: "Warsaw")?

The choice is the customers. Consider if your relationship with your grandfather is SO important at this crucial touch point and if his name really builds trust for a new customer? We recommend using "Brand" + "Name" as your SMS sender name.

On arrival at your dealership, guide your customers to your self-service area by using signs and arrows. Customers are busy in the morning - they go straight for the entrance and when they pass the door, they will scout for the first friendly face that can help them! Manage expectations before the customer enters the door about what they are to do.

At your entrance doors, add outdoor signage - tell your customers about how they get to the fast lane - the "Self service". Don't make them think! In particular not in the morning.

You could also make dedicated parking spots for "Self-service customers" and guide them in through a door when they will be presented with the self-service kiosk before they meet a friendly service advisor.

Extra tip: Add a custom landing page in your "Home" check-in to show images of your dealership and guide customers on what to do when they arrive. Click here to find out how

Your self-service area will be in visual competition with the friendly service advisor. Therefore make sure that the self-service kiosk is in front of your customer's eyes - before the customer makes eye contact with the service advisor. A customer will not search for an alternative if they already have a solution - so make sure the kiosk is the first solution that will be offered when entering the dealership. A customer looks straight ahead while walking, so do not place your kiosk on the side or out of sight. It will not work.

If the frontal position is not an option, an alternative is to add lines on the floor to guide the customer to "Self-service". Just like in a hospital! "Follow the blue line to get help".

See real-world examples and checklist here

In the below webinar, our Customer Success Manager, Scott Edmunds will talk you through the 5 key steps to nudging your customers.