Pro Active Contacting of Customers for Repairs

[5 Star Auto Spa]

Has anyone started a program to try and contact customers that have visited your facility and were recommended repairs or maintenance work but declined for whatever reason? I would like to start a program to pro actively contact these customers and "remind" them of the recomendation and hopefully land some of these jobs. My only concern is if I call them, will this method be too invasive ( I don't want to be the annoying telemarkter)? Has anyone done this in the past or have a program where they do it regularly? Any advice would be greatly appreciated!

[Joe Marconi]

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[JustTheBest]

When working with auto repair shop owners, I recommend that they use a strategy to place 'follow up calls' about a week or 10 days after a job. The reason for the contact is just to be sure everything was okay.

 

Some shop owners have told me that customers are totally 'blown away' by just the fact you cared enough to call (duh). Why? Because NOBODY ELSE in your market is doing that! In a 3-1/2 minute conversation, you get a chance to forge a personal relationship with your customer.

 

I could talk about that for pages... but if you're doing that... then you could, gently, remind the customer. Sometime, in a different situation (from the privacy of their home) they may open up to you. Tell you the real reason. Hey, at least you know.

 

But this is just one simple strategy that can work to keep your customers coming back.

 

Hope this helps!

Mattew