{"id":2372,"date":"2025-02-27T19:29:24","date_gmt":"2025-02-27T19:29:24","guid":{"rendered":"https:\/\/www.tvi-mp3.com\/blog\/?post_type=tvi_insight&#038;p=2372"},"modified":"2025-03-05T15:58:51","modified_gmt":"2025-03-05T15:58:51","slug":"key-to-winning-fixed-ops-customers-in-2025","status":"publish","type":"tvi_insight","link":"https:\/\/www.tvi-mp3.com\/blog\/insights\/key-to-winning-fixed-ops-customers-in-2025\/","title":{"rendered":"Transparency: The Key to Winning Fixed Ops Customers in 2025"},"content":{"rendered":"\n<p>The fixed operations industry has faced significant shifts in recent years. From supply chain disruptions to rising operational costs, dealerships have had to adjust quickly. But as we look ahead to 2025, one priority stands out: customers demand transparency more than ever. TVI MarketPro3 has covered the topic of <a href=\"https:\/\/www.tvi-mp3.com\/blog\/insights\/transparent-pricing-in-the-service-drive\/\">price transparency<\/a> on more than one occasion, but service drive transparency goes beyond pricing.<\/p>\n\n\n\n<p>Zach Pirkl, Fixed Operations Director at <a href=\"https:\/\/www.gomcgrath.com\/\">The McGrath Automotive Group<\/a>, stresses the importance of openness in pricing and communication, stating, &#8220;I think industry-wide, customers just want to see transparency from us the most. We&#8217;ve gone through a couple of years now of the big hot topic being inflation and everything costs more than it used to cost.&#8221;<\/p>\n\n\n\n<p>With inflation impacting every industry, consumers are scrutinizing prices more than ever. In fixed ops, it\u2019s not just about offering competitive pricing\u2014it\u2019s about clearly explaining what customers are paying for and why. Pirkl emphasizes that breaking down these costs is essential:<\/p>\n\n\n\n<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/SAnugbo7GWY?si=j91NwhnMfyrbQaly\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen=\"\"><\/iframe>\n\n\n\n<p>&#8220;I think it&#8217;s big [to be] being transparent in our pricing\u2014why stuff might be priced the way it is, why stuff might have gone up in price in the last 12 to 24 months. And when you actually start breaking down the ways you have to operate a business\u2014insurance went up X amount\u2026 employee compensation went up a certain percent, the oil we&#8217;re paying for, the parts we&#8217;re paying for\u2014everything went up just like everybody&#8217;s experienced in the grocery store or at Target or Walmart. So I think being transparent and open and honest with that stuff really is what customers want to see out of dealerships in 2025.&#8221;<\/p>\n\n\n\n<h2>Using Technology to Build Trust<\/h2>\n\n\n\n<p>Customers aren\u2019t just asking for transparency\u2014they expect proof of value. To meet this demand, Gary McGrath Automotive Group has implemented a system where technicians record multi-point inspection videos, providing customers with a clear view of the work being done on their vehicles and explaining any recommended services.<\/p>\n\n\n\n<p>Pirkl explains, &#8220;Our technicians are required to take multi-point inspection videos to actually show what&#8217;s going on with the car. And on top of that, the really savvy ones are showing\u2014let&#8217;s say if they&#8217;re doing brakes\u2014there\u2019ll be a video from the multi-point inspection that shows brakes that need to be done. Then the technician will take another video showing that it&#8217;s done, what it looks like when it&#8217;s done, so the customer can actually see what happened, how it changed, how the rotor looks different after it&#8217;s cut.&#8221;<\/p>\n\n\n\n<p>Dealerships help customers understand the value of the services they receive by giving customers a visual confirmation of the repairs. Pirkl notes that this is especially important for repairs that may not result in immediately noticeable changes.<\/p>\n\n\n\n<p>&#8220;Most people wouldn&#8217;t even know the difference if they got the brakes done or not. They think the car drives the same, so they just spent $500 for what? They can&#8217;t see, touch, [or] feel normally. So\u2026 when there are questions and concerns about, \u2018Well, why did your oil change go up $10 from last year or two years ago?\u2019\u2014being able to explain away the rising costs of the whole world have gone up and how that goes into operating our business.&#8221;<\/p>\n\n\n\n<h2>The Competitive Edge of Transparency<\/h2>\n\n\n\n<p>For fixed ops leaders, transparency is more than a customer expectation\u2014it\u2019s a strategic advantage. As customers demand more visibility into pricing and services, dealerships that proactively communicate and utilize technology to showcase their work will earn stronger trust and loyalty.<\/p>\n\n\n\n<p>Service departments can turn transparency into a powerful differentiator by implementing multi-point inspection videos, clearly explaining pricing changes, and addressing customer concerns head-on. In an industry where trust is everything, dealerships that prioritize openness and honesty will be the ones that stand out and succeed in 2025.<\/p>\n\n\n\n<p>Zach Pirkl, Fixed Operations Director at <a href=\"https:\/\/www.gomcgrath.com\/\">Gary McGrath Automotive Group<\/a>, stresses the importance of openness in pricing and communication, stating, &#8220;I think industry-wide, customers just want to see transparency from us the most. We&#8217;ve gone through a couple of years now of the big hot topic being inflation and everything costs more than it used to cost.&#8221;<\/p>\n\n\n\n<p>With inflation impacting every industry, consumers are scrutinizing prices more than ever. In fixed ops, it\u2019s not just about offering competitive pricing\u2014it\u2019s about clearly explaining what customers are paying for and why. Pirkl emphasizes that breaking down these costs is essential:<\/p>\n\n\n\n<p>&#8220;I think it&#8217;s big [to be] being transparent in our pricing\u2014why stuff might be priced the way it is, why stuff might have gone up in price in the last 12 to 24 months. And when you actually start breaking down the ways you have to operate a business\u2014insurance went up X amount\u2026 employee compensation went up a certain percent, the oil we&#8217;re paying for, the parts we&#8217;re paying for\u2014everything went up just like everybody&#8217;s experienced in the grocery store or at Target or Walmart. So I think being transparent and open and honest with that stuff really is what customers want to see out of dealerships in 2025.&#8221;<\/p>\n\n\n\n<h2>Using Technology to Build Trust<\/h2>\n\n\n\n<p>Customers aren\u2019t just asking for transparency\u2014they expect proof of value. To meet this demand, Gary McGrath Automotive Group has implemented a system where technicians record multi-point inspection videos, providing customers with a clear view of the work being done on their vehicles and explaining any recommended services.<\/p>\n\n\n\n<p>Pirkl explains, &#8220;Our technicians are required to take multi-point inspection videos to actually show what&#8217;s going on with the car. And on top of that, the really savvy ones are showing\u2014let&#8217;s say if they&#8217;re doing brakes\u2014there\u2019ll be a video from the multi-point inspection that shows brakes that need to be done. Then the technician will take another video showing that it&#8217;s done, what it looks like when it&#8217;s done, so the customer can actually see what happened, how it changed, how the rotor looks different after it&#8217;s cut.&#8221;<\/p>\n\n\n\n<p>Dealerships help customers understand the value of the services they receive by giving customers a visual confirmation of the repairs. Pirkl notes that this is especially important for repairs that may not result in immediately noticeable changes.<\/p>\n\n\n\n<p>&#8220;Most people wouldn&#8217;t even know the difference if they got the brakes done or not. They think the car drives the same, so they just spent $500 for what? They can&#8217;t see, touch, [or] feel normally. So\u2026 when there are questions and concerns about, \u2018Well, why did your oil change go up $10 from last year or two years ago?\u2019\u2014being able to explain away the rising costs of the whole world have gone up and how that goes into operating our business.&#8221;<\/p>\n\n\n\n<h2>The Competitive Edge of Transparency<\/h2>\n\n\n\n<p>For fixed ops leaders, transparency is more than a customer expectation\u2014it\u2019s a strategic advantage. As customers demand more visibility into pricing and services, dealerships that proactively communicate and utilize technology to showcase their work will earn stronger trust and loyalty.<\/p>\n\n\n\n<p>Service departments can turn transparency into a powerful differentiator by implementing multi-point inspection videos, clearly explaining pricing changes, and addressing customer concerns head-on. In an industry where trust is everything, dealerships that prioritize openness and honesty will be the ones that stand out and succeed in 2025.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.tvi-mp3.com\/partners\">See more of what our TVI MarketPro3 Partners have to say.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The fixed operations industry has faced significant shifts in recent years. From supply chain disruptions to rising operational costs, dealerships have had to adjust quickly. But as we look ahead to 2025, one priority stands out: customers demand transparency more than ever. TVI MarketPro3 has covered the topic of price transparency on more than one [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":2395,"template":"","tvi_insight_category":[55,54,58],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v16.0.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<meta name=\"description\" content=\"Transparency is key for fixed ops customers in 2025. Customers expect clear pricing, open communication, and proof of value. 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