It looks like customers are fans, too, with another dealer in Irvine, CA saying its customer service surveys showed a three-percent improvement. A third dealer said his service business moves faster and customers are happier. Yet not every interaction is suitable for texts. Customers opt in to receive messages – or they can alternatively stick to phone calls – but some service department heads said they prefer to discuss additional repairs over the phone or in person to avoid misunderstandings.
Getting updates on service status, however, is seen as another positive – the customers who opt for texts like knowing where their cars are in the process and when they're ready to be picked up. This writer prefers text messages over phone calls 99 percent of the time, but what about you? Take the poll below and let us know if you'd want text updates while your car's in the shop.