Barrie auto shop unveils new video service to be more transparent with customers

Moffatt's Mazda in Barrie has been implementing a new video service that allows customers to see what their mechanics see, to be as transparent as possible.

The service requires technicians to record video of inspections and repairs while the customer's vehicle is on the hoist and the ground.

"Before, you didn't get to see when your car is in the shop, what [mechanics are] doing, what exactly the repair is," explained Mark Moffatt, the dealership's general sales manager. "Now you actually get to see it on a video that shows you exactly what's being done."

Jay Smyth is a technician at the dealership who sees great value in the video service.

"It allows customers to really see and understand what's going on with their vehicle," said Smyth. "If the customer has a concern or a noise, we'll investigate, find the cause of that, and we're able to show the customer on the video."

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The footage can be viewed via phone or email and sent externally to those seeking a second opinion.

With winter just around the corner, the dealership will service around 60 vehicles a day for tire changes, oil changes and other seasonal tune-ups.

The Moffatts say the video service allows them to show customers every detail of the work being done.  

"The first time we saw it, we knew immediately it was going to be a game changer for the way service is done," said Steve Moffatt, the dealership's general manager.  "We think it is going to be the norm going into the future for all stores eventually."