[massysett]

These customers own expensive cars - or at least, cars that were expensive when they were new. The car might now be ten years old or more, and the owner bought it used. They want a prestige marque, but the customer does not have the money to buy a new prestige car. So they are looking to save on service.

All the time I see cars with expensive names - BMW, Mercedes Benz - broken down on the side of the road, while old Hondas and Toyotas keep cruising by. Those are the customers for this shop: they spent all their money buying an expensive used car, and now they can't afford to maintain it and fix looming problems; meanwhile the Toyota or Hyundai driver gets maintenance and maybe even takes it to the dealer for it.

A mechanic like this can't afford to hire someone to answer the phone. Such a person is expensive, and these customers want rock-bottom prices despite the car being expensive. So a chatbot is good enough and better than nothing.

[ninalanyon]

The most trustworthy mechanic I used in England had an appointment book pretty much full for four months in advance. He didn't answer the phone, didn't have a computer, just a desk diary. If you wanted him to work on your car you turned up at his workshop and spoke to him. If you were willing to wait until he'd finished whatever thing he was doing he'd take a quick look at your car and suggest a course of action. And despite his full order book if something looked urgent enough and small enough he'd fit you in quite quickly.

He charged reasonable prices, but definitely not rock bottom. He had no need to compete with the bottom feeders because every customer acted as his public relations agent.

How would a chatbot help?