As a small shop owner, managing time and money efficiently is always a priority. With limited hours and resources to allocate toward systems, services, and skilled help, I am always searching for ways to streamline operations and improve productivity.
This extends beyond the physical work of repairing vehicles; it includes optimizing how my office staff, such as estimators, manage their time. I want to ensure they are working as efficiently as possible without burning out.
Burnout is a real concern in our industry, especially when employees are constantly battling insurance adjusters and hunting for the best prices on parts. Even the most dedicated workers can feel the strain in such a high-stress environment. I decided to explore ways to reduce stress and make operations smoother using artificial intelligence (AI).
Last year, we found plenty of free AI tools available, enabling us to get started without making significant financial investment. One of the tools my office staff use is the free version of ChatGPT. Incorporating it into daily tasks improved customer interactions and internal communications, saving time and mental energy for everyone involved.
Streamlining customer communication with AI
One of the first areas we applied AI was customer communication. Our text message updates to customers were often too technical. Despite our best efforts to communicate in a way that anyone could understand, we still used jargon that the average person wasn’t familiar with. This led to confusion and sometimes frustration, increasing the workload of our staff.
To address this, we use ChatGPT to help rewrite text messages by inputting the text and asking it to rewrite it in simpler, clearer, and more concise terms.
This step had a huge impact on our employees’ stress levels. As good as our team is, they’re more accustomed to dealing with vehicles than people. Using AI to translate complex repair terms into customer-friendly language took a significant load off their shoulders. It’s a simple way to communicate clearly with clients while saving time for our estimators and administrative staff.
Improving communication with insurance adjusters
AI also makes a noticeable difference in our communication with insurance adjusters. If you've ever had to deal with an adjuster, you know that it can often be a frustrating experience. Sometimes, it feels like they just don't want to approve repairs or pay for the necessary work regardless of how much evidence you present.
There have been times when we’ve felt like emailing an adjuster and telling them to pay for the repairs because they’re clearly needed. However, this kind of communication doesn’t always get the best results. Instead of sending a frustrated email, we started using ChatGPT to help us draft more professional and persuasive messages.
For example, when we needed to request an alignment check after a vehicle was damaged in an accident, we asked ChatGPT to rewrite our initial message in a more polite and persuasive tone:
Original Email:
“Dear [Adjuster's Name],
The vehicle was hit in the quarter panel, and even though it doesn’t directly affect the wheel or suspension, an alignment check is needed to ensure the safety of the vehicle.”
Rewritten Email by ChatGPT:
“Dear [Adjuster's Name],
I hope this message finds you well. I’m reaching out regarding the claim for the vehicle referenced above, which sustained damage to the quarter panel. Although the collision didn’t directly affect the wheel or suspension, the force of the impact could potentially have caused a shift in the vehicle’s alignment.
Given the importance of vehicle safety, I believe an alignment check is essential to ensure that the vehicle is fully roadworthy. A misalignment, if left unaddressed, could lead to long-term issues such as uneven tire wear and potential strain on other components.
I’ve attached supporting documentation, including estimates and images, to further substantiate this request. I kindly ask that the alignment check be included in the repair process to ensure the vehicle’s safety.
Thank you for your attention to this matter. I look forward to your prompt response and appreciate your help in facilitating the necessary repairs.”
ChatGPT helped refine the tone, making the message more informative and professional. The rewritten version focuses on the safety of the vehicle and respectfully emphasizes why the alignment check is necessary. This approach is far more likely to lead to a positive response than a blunt or demanding email.
Incorporating AI into customer communication and correspondence with adjusters reduces the amount of mental energy and time spent on repetitive tasks. This helps lower stress levels for my staff, allowing them to focus on more important work.
As a small business owner, it’s important to continually seek out tools that make life easier for both you and your employees. Many AI tools, like ChatGPT, offer free versions that can be used to solve everyday challenges, making them accessible to shops of all sizes.
