Please click above to watch the video
Expediting Customer Follow-up!!
Customer follow-up has always been our golden rule for customer satisfaction!!
If we do not set the stage with our customers at the point of contact during the check-in or write-up process, we are missing the boat of expectations.
First let's breakdown the 3 typical ways to follow-up with a service customer:
I labeled the above-mentioned forms of contact in this sequence because this is typically the way a lot of us “veterans” are still trying to follow-up with our customers…and a lot of times it’s not working.
The number of reasons this format does not work is due to the following:
- Customer too busy during the day to receive a phone call… so then the process turns into phone tag for the day or even week in some cases.
- Advisors do get very busy throughout the day, receiving incoming phone calls (we should be tracking he number of calls to realize potential crisis), writing up customers/R.O.’s, doing Active Deliveries, closing out repair orders, tracking incoming warranty parts, dealing with insurance & extended insurance companies, and handling upset customers because we did not follow-up on a regulated basis with the customer in the first place.
- Did not get a “good” email address or verified the correct email address when checking in the customer.
In David’s video, he demonstrates a technique how to flip the customer’s contact follow-up regimen with specific verbiage to direct the advisor’s appropriate actions for successful follow-up.
If we do not use a texting program in our service & parts departments for customer follow-up, it may be time to look at a program that suits your dealership needs.
Once you do have a texting mechanism in place, the key is to use it correctly, monitor the text inquiries & correspondences between your employees and customers. We witness a lot of dealership failures because no one is dedicated or monitoring this process.
Quite frankly, this follow-up process should be discussed appropriately with each advisor daily, during the Service Advisor/Service Manager “Daily One on Ones”
If you need to launch this process in your dealership and or enhance the execution of this process, give David a call or email us and we will be glad to help!!