How RepairPal Assisted Shawn Butler in Resolving Customer Concerns and Saving a $2,000 Repair.

Shawn Butler, the Parts and Service Director at Auto Group in East Tennessee, faced a common challenge when customers complained about pricing or expressed their intention to shop around. Following the acquisition of the dealership a year ago, customers assumed their prices were exorbitant compared to previous years. To address this misconception and provide transparency, Shawn turned to RepairPal's Fair Price Estimator.

Shawn utilized the RepairPal widget to compare prices from the closest five dealerships and independent repair facilities. This invaluable tool provided a price range, spanning from the low end to the high end, allowing Shawn to demonstrate to customers that their dealership's prices consistently fell within that range. By leveraging the  RepairPal brand, Shawn successfully dispelled the perception that dealerships always charge higher rates, fostering trust and confidence in their pricing.

Shawn recalls a remarkable success story involving a disgruntled customer who accused the dealership of trying to overcharge them for a water pump, timing belt, and drive belt replacement, quoting an amount of $1,100. To address the customer's concerns, Shawn invited them to sit down and reviewed the RepairPal widget together. Seeing the price range of $985 to $1,230 provided reassurance to the customer, leading to a visible change in their demeanor.

Taking it a step further, Shawn personally reached out to multiple dealerships from his cell phone to compare pricing in real-time. This proactive effort proved pivotal in establishing the dealership's credibility and showcasing the fairness of their quote. Ultimately, the customer decided to trust the dealership and not only authorized the initially disputed repairs but also approved additional work, resulting in a total expenditure of over $2,000.

This success story demonstrates the significant impact RepairPal has on improving customer satisfaction and retention post warranty. By utilizing the RepairPal widget, Shawn successfully addressed customer concerns, rectified false perceptions, and solidified their trust in the dealership's fair pricing practices. RepairPal's partnership approach, responsive support, and comprehensive reporting have made it an invaluable asset for Shawn and the Auto Group.

Shawn strongly recommends RepairPal for its partnership aspect, emphasizing how RepairPal is invested in the success of their dealership. The support received, coupled with the website's user-friendly setup, enables them to effectively gain and retain customers. In an industry where pricing can cause confusion, RepairPal's transparency becomes an essential tool for dealerships to showcase their competitiveness and align customers' expectations.

Watch Shawn tell his RepairPal success story in the video below: