Marketing Perspective: Use a customer service approach to build a base of staunchly loyal customers.
Technology Perspective:Use a system that intelligently estimates the next calling time. Without the proper technology foundation, the process will require too much effort, too much training and limit results.
Expected Results: By improving your customer retention, you will see measurable increases in your service business.
If you’d like to know more about how to apply these principles to your business, give me a call: 949.648.7810.
If you’d like to participate in one of our case studies to demonstrate business value and success, let us know that, too.
Timing: 90-Days after Purchase
Purpose: Get their mileage to calculate the probable first service date
Key to Success: Impress the customer with the store’s commitment to their satisfaction by checking up on common questions and concerns; and addressing them. Get their mileage so the system can calculate the next follow up to coincide with any anticipated services.
Step 1. Enthusiastic Greeting
Hello, this is •Your Name• calling from •Your Store Name•
I’m calling about your new •Model Name• Is this •Client Name•?
Do you have a minute, or shall I call back a bit later?
Have you had any issues or do you have any questions regarding your vehicle at this point?
[If any issues, show concern. Take notes. Let them know that you will hand this issue to a manager who will assist them. Or … offer to set an appointment to meet with their service advisor, if the issue has to do with warranty or maintenance. ]
[If client has no issues, proceed to step 2. If not skip down to step 4.]
Step 2. Address Common Questions and Concerns
We also know many customer have some unanswered questions regarding their car. Would you like any assistance with:
• Dashboard indicator light questions? ❒ Yes ❒ No
• Getting all your phones synced? ❒ Yes ❒ No
• Getting your address book to work? ❒ Yes ❒ No
• Your phone’s bluetooth connection? ❒ Yes ❒ No
• Using your navigation system? ❒ Yes ❒ No
• Getting the garage/gate opener to work? ❒ Yes ❒ No
• Using the HD radio? ❒ Yes ❒ No
• How to contact MB Roadside Assistance? ❒ Yes ❒ No
[Even though all these issues should get covered at vehicle delivery, they commonly become unaddressed frustrations. Take advantage of that fact. Here’s your chance to build value in the customer’s eye. That is a good thing, not a problem!]
Step 3. Get Their Current Mileage
Do you know approximately what you’re current mileage is? You’ll want to know that your Service-A indicator will appear on your dashboard around •Estimated Date•
To help make things easy for you, I’d like to send you an email with some contact information. The email address I have for you is •Email Addr• Is that the best one to use, or should I use a different email address?
We also can send occasional vehicle-related notifications to your cell phone via TeXT. I show •Cell Number•, is this a good number for us to use?
When your Service-A indicator does light up, give us a call to set a service appointment. This will ensure you the most convenient appt times and a quick-and-easy drop-off.
Step 4. Issue Resolution (If necessary)
I am very sorry to hear that. Here’s what I’d like to do. I’ll share your information with a manager who can help you. How long will you be available at this number? And, if we can’t get back to you in that amount of time, is there another number that we should try? Okay. I’ll get to this right away.
Step 5. Close the Call
If you ever have any other concerns, please call us at •Service Phone Number• … Good-bye.