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Anyone using Text Messaging


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I use it. Its part of the Demandforce marking program that I use. Those that use text messaging love it. I can even send text messages through my Demandforce which is pretty cool.

 

It lets me confirm appointments a few hours before which most people look at for reminders.

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I got a text message the other from my eye doctor reminding me about my appointment. I thought it was a nice touch. I don’t think it’s for everyone, but I have been reading that more and more business are experimenting with text messaging.

 

Is anyone using this form of communication/marketing?

 

Hi Joe,

We've been using text messaging for almost 2 years now in daily communication with the customers. I placed a quick form on my Advisors homepage that allows them to drop a phone number in and then select a quick message to send. Here's what we send:

 

This is Osborns Automotive. Please call us regarding your car when you get a chance (310) 698-5143.

 

This is Osborns Automotive. It is urgent that you call me as soon as possible at (310) 698-5143.

 

This is Osborns Automotive. Please call me as soon as possible. I have an update on your car (310) 698-5143.

 

This is Osborns Automotive. Your car is ready. Please call me at (310) 698-5143.

 

This is Osborns Automotive. Your car is ready and we will be here until 6:00 pm. Please come in for it when you are ready.

 

As this shows up on a cell phone, the phone number is formatted so that on most phones they can just click on the number and it will dial for them. We find it works great, a customer is not always ready to take your call when you want, so they can call back at their convenience. If you'd like to see a demo, just let me know & I'll send you a link. We have not started using it for marketing yet......

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ok, ok .......

Here's a sample so everyone can have a peek:

http://www.osbornauto.com/internal/send.asp

 

I use a service from redoxygen.net where I pay a fee, I think it's about $30 for 250 texts. The form you see is just set up as a sample, the code is actually part of my advisors homepage that has links to commonly used sites on the internet, timeclock, inspection history, etc.

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Scott, thanks for the reply. I checked the site and have not been able to figure out how to contact someone, it's just a login page.. am I missing something?

 

Also, have you searched for free services? I remember years ago I had found sites you could txt from for free, I think it was carrier websites, or the likes of yahoo or google. If you did, any reason your paying for it? Are the free sites using the phone number for advertising after its sent a txt (obviously customers would not like that).

 

Thanks,

Joseph

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You might try www.redoxygen.com for signup or info.

 

I chose the paid version as it allowed me a history of texts, integration into my own web pages (easy for the advisor and guarantees it will get used), the reply, if there is one, comes to my email inbox. Plus, the fact that I KNOW it won't get shared is a benefit too.

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  • 3 months later...
  • 2 weeks later...
  • 3 years later...

I agree texting is a great way to stand out from the crowd and since a larger portion of your customer base prefers texting over phone communication.

 

64% of consumers with texting capabilities would prefer to use texting over voice as a customer service

 

Texting eliminates the headache of leaving voice mails for customers that seem to never answer the phone.

 

It has proven to speed up service approval times as quick as 18-37 minutes on average vs. the national average 1 hour 17 minutes when calling by phone.

 

It’s also proven to increase appointment confirmations up to 80%. You can also use texting to communicate the status of vehicles, repair updates, thank you notes and even use it to send customers service specific photos of their service.

 

Texting is defiantly the way to go! If you’d like to know more about how it can increase customer confidence and the speed of communication, give us a call at 610-400-1019 to see a live demonstration so you can see for yourself.

 

 

http://boltontechnology.com/

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Agree with Mike! With their software, not only can you text customers for authorization, you use their software to text digital multi-point inspections AND use it for automatic reminders for oil changes and any other service you want to set up as a repetitive service. As I type this out, I can see a customer just viewed their inspection, so now I know I can call them in a minute and go over what they just looked at.

 

Last week, I had a customer choose us over a shop they had used in the past because of the digital inspections we use with bolt on. How cool is that!?! A customer chose us over another shop because of a tool we use to better sell repairs! A win/win!

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Hey Matt,

 

Thanks so much. That's awesome how Mobile Manager Pro helped your customer choose your shop over the competitors.

 

The power of the digital inspections and text messages have proven to take shops all across the country to the next level. It is just as simple as that.

 

If anybody would like to learn more about how we can help your shop, feel free to give us a call. 610-400-1019 (press 2)

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  • 1 month later...

The truth is, when you think about it, what do YOU do when you get a text?? You read it. That's exactly what your customer is going to do. But the problem is that you can't make the message too 'spammy' or 'salesy' (if those are words). It's got to be a personal message to your customer. It's custom - it's targeted - and it works!

One shop owner told me he gets "...almost 100% response". Compare that to postcards, ha!

 

Hope this help!
Matthew Lee
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Hi Nitrorocket, noticed you said "but rarely get messages". Technically, that's good. You don't want... and don't have the time to text back and forth to customers. That's not what you're looking for. You want to solicit a response. A phone call! That's all. So maybe you're sending out the wrong type of message. When you text customers, you CAN NOT do it on a 'blast' basis. You've got to....

 

1) Keep it personal and TO THAT CUSTOMER. Use their first name

2) Don't make it salesy - like buy me! buy me! It's not going to work - or it will work as well as postcards! Ha!

3) You must have an easy call to action - get the response - because people look at their messages... so you've got half the battle done when you get them to see you...

 

I hear comments like "Almost 100% response...." Try to get that with a postcard! Ha!

 

Hope this helps

Matthew Lee

"The Car Count Fixer"

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  • 1 month later...

I use Bolt On for my texting service. I ABSOLUTELY LOVE IT!. Bolt On nailed their Messenger Pro program.

 

Have you ever called a customer to discuss an estimate and they are in the middle of cleaning up little Johnnies spilled milk while the 2 dogs are barking uncontrollably? Not me anymore. I simply select the customers name and then select my quick template which reads:

 

"Don Your 2007 Infiniti G35 has been diagnosed and an estimate prepared. Please call 4016814994 so we can discuss repair costs & completion time, Thanks."

 

When the customer has a few free minutes they call me for the price. I can not tell you how much easier it is to close a sale when the customer is calling you when they have the time. Texting also makes your shop look up to date on technology.

 

This is a must have tool for any shop.

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I use Bolt On for my texting service. I ABSOLUTELY LOVE IT!. Bolt On nailed their Messenger Pro program.

 

Have you ever called a customer to discuss an estimate and they are in the middle of cleaning up little Johnnies spilled milk while the 2 dogs are barking uncontrollably? Not me anymore. I simply select the customers name and then select my quick template which reads:

 

"Don Your 2007 Infiniti G35 has been diagnosed and an estimate prepared. Please call 4016814994 so we can discuss repair costs & completion time, Thanks."

 

When the customer has a few free minutes they call me for the price. I can not tell you how much easier it is to close a sale when the customer is calling you when they have the time. Texting also makes your shop look up to date on technology.

 

This is a must have tool for any shop.

 

Hey Jeff,

 

Thanks so much for the thumbs up. I appreciate it.

 

Your absolutely right about the improved experience and ease of closing sales. Text messaging is now by far the preferred method of communication among consumers.

 

I can’t tell you how many times shops have reached out to me about the impact that texting has made on their business. It never gets old hearing the success stories.

 

Thanks again. Please let me know if there’s anything else I can do for you.

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My pleasure Mike. Bolt on is one of the few companies that are on top of their game. Always updating things to make it better. I appreciate that.

My shop (Primary Care Auto Repair) will be customers for many years to come.

 

Jeff, that's awesome! Thank you so much.

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  • 4 weeks later...

I noticed in other posts not in this thread that some people commented negatively that they want to talk to customers as opposed to sending a text. There are situations that require a phone call and a text would be wrong or not appropriate. Informing someone that's their vehicle is completed or that ordered parts have arrived can easily be handled with a text message. I feel that these negative comments are from people who have no ability to efficiently send a text message. My shop management program (BayMaster) gave me the ability to send text messages over a year ago and I could not be without it. It is quick, efficient, documents quick comments and ALL of my customers love it. The majority of my customers are at work while their vehicle is being repaired and they appreciate the text message as opposed to a phone call that may interrupt their buisiness day. Since the text is sent using my shop management program it does not require accessing another program or entering phone numbers. I left click "Text message" on the customer screen to quickly send a variety of canned messages "You vehicle is completed" or "An ordered part for your vehicle has arrived" or "Please call us". Additional information such as our name, phone number and hours of operation is also included in these canned messages. We also can't ignore that the younger generation does not want to talk to anyone and would rather receive a text message.

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JimO, from my clients using our Text Messaging, there hasn't been anything but positive response. The problem (we see) with message systems that get customers to text back means you have to monitor the system. You don't have time to LOL and OMG all day. Besides, things like appointments can be difficult - customer wants it tomorrow - and you don't have space. That's why they should always be set up to drive a return call. Your number - so it appears as a clickable link - makes it easy.

 

The issue is that the message should be structured to drive to a call - not a return text. That's what my clients have found the best.

 

Hope this helps!

Matthew Lee
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Mathew Lee, I find that most of my messages are structured to drive a text response no call. I am sending a text messsage to save myself time, if I were to structure my text messages "to drive a call - not a return text." then I may as well pick up the phone and call the customer according to my timetable and availability rather than waiting for a return call from my customer. Our shop management system allows customizing of all outgoing canned text messages and we have structured them to be very inclusive of the common questions that customers would have. Our shop management system also automatically includes invoice total if desired eliminating our time to input these figures. We also text estimates with generalized description of work and a request that customer text back approval. In this case receiving a text is a good, desired response since it documents the owners approval of the work. I have the option of printing all text correspondence on the finished invoice which is date/time stamped.

I do not use the text feature for every invoice, the phone or an in person review is still required in many cases and can not and should not be avoided. I think most experienced shop owners would be able to quickly discern when it would be appropriate to utilize this time saving option that is now available to us.

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