Chris Collins argues that improving the physical customer experience in an automotive service shop—separating the customer from their vehicle, sitting them down to explain work, and creating a comfortable environment—matters more than adding digital interfaces like tablets. He links shop capacity and timely service to perceived customer comfort and satisfaction.
We don't, you know, we don't throw these, these opinions out there loosely. Like.
There is, there's a magic to separating the customer from the vehicle, sitting them down and going over what's going to be done versus doing it all, staring at it in an impersonal screen in the drive, thinking that they just want to get out. And what, what customers are saying when they're in a hurry and they want to get out is that they don't like us and the environment's uncomfortable. When we fix the environment and we, we, we grow our capacity in the shop so we can actually get vehicles done in a appropriate amount of time, that does more for the process than the imaginary idea of a tablet.
