Do you do Follow Ups, for all customers, some, Calls or Letters? (both?)

[Big_K]

Hi everyone,

I was wondering if anyone here does follow ups if so what is your success with them? What do you talk about, how long do you wait to follow up, are you mentioning recommended service? Also do you call to confirm appointments or just if they are not showing up?

 

 

Thanks

[Dsl_truck_tech]

I do call some customers that are new about 15 days after a repair. I ask them if their vehicle is running good and too make sure they were satisfied with our service. EVERY person I called was totally shocked that I called. They said they have received letters but never a call. They loved the call. I don't turn the call into a hard sell, but do tell them if they need anything or just have a question about their vehicle don't hesitate to call. I will be more than happy to answer any question.

[Dustin Rutkowski]

My wife comes into the shop once a week or every other week to make phone calls from the previous week. I have had nothing but good feedback.

[Gary A]

Follow-up calls are a great thing. One more way of showing that you appreciate their business and are concerned about their satisfaction with the service you performed. It also gives them the opportunity to let you know if there is a problem that maybe they would have never otherwise came back for. We keep it short and simple and don't try to sell anything. Anybody that I have talked to about doing this has always given positive results

Edited February 5, 2014 by Gary A

[GermanCArDEpot.com]

Recommended services are the lifeline of my shop. Kinda goes along with Low cost oil changes and people complaining about not doing well off of them.

Do You use a crm ? Send out Recommended services emails and letters to the customers with no email's or did not open your emails?

[ncautoshop]

I'd like to see some examples of letters everyone's using. We've got all data manage and can use their stock forms but Microsoft no longer sells the older word that all data works with so that part of the program is useless. Considering doing it manually but don't really like their letters.

 

Sent from my SCH-I605 using Tapatalk 2

 

 

[GermanCArDEpot.com]

Every ticket has a reminder or recommendation.

Preventive maintenance saves money and extends the life of your car.

Substantial Oil leak at vacuum pump seal car should not be driven .If you must check oil level every trip.

Front brake pads below 3 mm .Rear brake pads are worn below 2 mm and need to be replaced.New brake pads are about 10-12mm and can be used till 5mm of thickness.

Rear brakes pads are low .Replace pads before your brake rotors start scoring and you will save. Brake fluid needs shows too much moisture (6%) and should be changed..

Your strut mounts have play and should be replaced. Worn strut mounts will cause premature accelerated tire wear.

Change oil on 03-01-14 or at * 27,004 miles,whichever comes first

[GermanCArDEpot.com]

ERIC XXXX

Re: 2002 Volkswagen GTI

Dear Valued Customer,

This letter is sent out periodically to remind you of repairs / maintenance needed for your VW or AUDI to insure a

safe, reliable car.

Regarding your 2002 Volkswagen GTI

We recommend the following repairs:

Recommendation made on 12/21/14

Replace- ***Your valve cover gasket is leaking oil which deteriorates plastic and rubber parts on the engine. The

timing belt which is hidden under a cover can skip a couple of teeth and damage the engine, due to engine oil

deteriorating the belt. Low engine oil level can cause serious damage to your engine .Flanges & seals can be

damaged by oil seepage and cause coolant leaks.

Recommendation made on 12/21/13

Replace- ***Front brake pads are worn and need to be replaced to avoid dangerous braking situations.

Recommendation made on 12/21/13

Replace- ***Your strut mounts have play and should be replaced. Worn strut mounts will cause premature

accelerated tire wear.

 

NEED A RIDE? Call for availability.

Our hours of operation are Monday through Saturday 8:00 AM to 5:30 PM.

For after hours pickup or drop off please contact your service advisor.

****LIKE us on Facebook.com/XXXXXXXXXX and receive $10.00 off next service.****

Sincerely,

XXXXX XXXXXXX AND team XXXXXX

 

We print it from mitchell and trifold it with 2 coupons on one side. One of the coupons is a $49.95 low cost synthetic oil change .

Hope this example helps.

Edited February 9, 2014 by GermanCArDEpot.com