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Shop Owners: Book the next appointment!


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If there is one thing that doctors and dentists do very well, it's that they book the next appointment for their clientele. I have heard every excuse possible why many auto repair shops don’t do this.  But the fact remains that everyone in your shop today will need future service and repairs. And the question is, “Are they coming back to you.”

Another reason for booking the next appointment is that there are times when not all the recommended services were done today. Some were postponed due to budget and prioritizing what’s most important.  So, before that customer leaves, make sure the customer commits to a future date to have the work done. After all, why did you recommend it in the first place?

Car delivery is the time to review all the work done today, continue to build the relationship and to inform your customers of upcoming work and services. But don’t leave it to chance that the customer will remember. Be proactive, discuss future dates and put those dates in your calendar.  

Lastly, call customers a few days before the appointment as a reminder. If the appointment has to be moved, then move it.

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      Typically, when productivity suffers, the shop owner or manager directs their attention to the technicians. Are they doing all they can do to maintain high billable hours? Are they as efficient as they can be?  Is there time being wasted throughout the technician’s day? 
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      Maintaining adequate production levels is the responsibility of management to create the processes that will lead to high production while holding everyone accountable. 
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