How to Improve your "Viewed by Customer" Rate

 Many shop owners are surprised when they find out how low the rate of customers is that open and look at the Digital Vehicle Inspection (DVI) results. Rates of 20-50% are no exception.

It begs the question how can this be increased?

Two areas of improvement are easy to implement.

1. Make the customer interaction at vehicle drop-off so memorable, that customer remember not only that they receive DVI results but also how valuable these are for them.
   1. Create drop-off script that includes displaying an example of a DVI result using either laminated print-outs or show them on a monitor that can be swiveled around to show the customer at the counter.
   2. An even more memorable experience is using a poster (see the screenshot below)  that clearly shows  the process of exploring and the value of the DVI results on a poster. This poster is incorporated in the service advisor drop-off script.
       
2. Make sure the customer receives the DVI results on their phone and not vanish in a SPAM folder (yes text messages can land in SPAM) or worse come form a phone number your customers don't recognize and mark as "SPAM and Delete". Please check this article on how to implement an effective way to have customers save all phone numbers you use for texting in their address book.