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follow up calls

CAZM

By CAZM
in Customer Experience & Reviews

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CAZM Enthusiast

CAZM

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I have done a lot of reading on here about doing follow up calls. Just wondering how you track the calls you need to make.

HarrytheCarGeek Experienced

HarrytheCarGeek

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Use a spreadsheet. If you print a copy of the invoice for your files put a big "$" in pink highlighter to mark those as follow up leads that needs to be called on recommendations.

 

At check out, let the customer know you will be calling him to follow up as a courtesy for the pending work recommendations. I.e, "Mr Wilson, please don't forget you will need those tires in the coming months, I will give you a call in a few weeks just to remind you, ok. It is good to see you, thank you for letting us take care of your car."

Jimbob661 Contributor

Jimbob661

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We call every customer who comes in for repairs, but not the ones who get simple services done ( oil changes, inspections, bulbs ) first time customers also get a letter on nice letterhead also thanking them for choosing us and listing our services and warranties.

totalautocare Enthusiast

totalautocare

Posted
Posted

I think it's important to still call on many of the basic services to either just say thanks or it was good to see them again. The big thing being an excuse for an additional reminder of who you are in there life.

 

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  • 2 weeks later...
Marksas Enthusiast

Marksas

Posted
Posted

We call every customer including the $7 state inspection customers. We call on Mondays and Thursdays and usually call in the AM. We really only hope to leave a message thanking them for their business. New customers not only receive a phone call but also a welcome letter package. Just about everything is paperless in our shop except the final bill that we have them sign. We attach the CC receipt and image it. Then the invoice is placed in a call back file which we use for the call backs. We shred them after that. That seems to be the easiest because all the information is on the invoice as to what was done. If we just used the delivery report from the system it just gives you basic information. Most of the customers are emailed and surveyed online also.

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      The Toolbox is Last to Leave, First is the Heart
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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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