Service drive walkarounds are often seen as a method to identify flaws and generate revenue. However, Nolan Armpriester, the Director of Operations at Kinley Automotive Group, believes they should serve a greater purpose. He asserts that dealerships are missing a significant opportunity to build long-term trust with their customers on today’s episode of Service Drive.
“Cars are just a side piece of what we do. There is no business without the relationship.”
Armpriester explains that too many service advisors treat walkarounds impersonally, sometimes even completing them without the customer present. Instead, he urges staff to pay attention to details that create conversations and connections, like bumper stickers, car seats, or gym bags.
While advisors often feel pressured to skip or shorten walkarounds during busy hours, Armpriester insists the process cannot be overlooked. He compared the moment to the adoption of internet leads in the 1990s: initially resisted, but eventually transformative.
Additionally, technology can help streamline inspections, with tools like Hunter and UVI, but it cannot replace human interaction. Armpriester maintains that the advisors still need to communicate effectively for the process to build value.
Armpriester also encourages the usage of video multipoint inspections (MPI), another tool dealers use to boost transparency. When done well, they build credibility, but poor execution can damage trust just as quickly. However, not every technician is suited for video, and dealership leaders must consistently review recordings to ensure that the level of professionalism is maintained.
Looking ahead to the final quarter of the year, Kinley Automotive Group is focused on utilizing OEM reward points to attract customers, managing a surge in recall work, and ensuring that both in-store and mobile service experiences meet expectations. The group has already scheduled over 19,000 mobile appointments so far this year.
