Build a Successful Customer Retention Program

[Joe Marconi]

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[RayRippey]

And, make sure your software can do those important marketing strategies.

 

Plus, actually answer the phone. I can tell you that there are a lot of shops that don't answer their phone ( I know because we call them on our follow up calls when they download our software .. of course maybe it's just us

 

But there are a lot of businesses that just don't answer the phone. People are always surprised when we answer our phone. And I'm always pleased to find out the other software companies don't answer theirs.... uh oh, just gave away our secret to success

[Joe Marconi]

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[ATLAuto]

We just hired a part time receptionist to help with the phones. We also bought a phone system a few years back that will pick up the phone with a message after the 6th ring. We really don't like a computer automated person, but it's a lot better than not answering it.

 

Excellent article, Joe. Thank you for taking the time to type it all up.

 

I have been thinking a lot about hiring a relatively cheap receptionist to backup the service advisers. A live human answering the phone is MUCH better than someone hanging up without leaving a voicemail. What responsibilities do you give your receptionist? Do they estimate and/or book appointments? Or just a phone answerer that states, "We will call you back regarding this in 10 minutes."

[eeeautoservice]

Thanks for the info, I strongly agree that if the wrong person answers the phone, than it can really ruin your business reputation, especially is you have many people giving diferent quotes to the same customer.

 

Erik

EEE Auto Service & Towing

Auto Repair in Tracy CA