Care Calls
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Alyssia Wheat
A care call template would be a great add to drive. 4 follow up tasks automatically scheduled after purchase. A day after delivery, two weeks after purchase, 6 months, and a year for just checking in and automatically set from delivered date. Separate tasks for referrals. These warm fuzzy touches will remind them we care before asking for business from them as either repeat or referral customers.
Canny AI
Merged in a post:
Service Reminder
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Nelson Paulino
Getting a NOTIFICATION (like the ones for BIRTHDAYS) every six months to remind us to call our customers when their service is almost due (timewise)...
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Rodney Singleton Jr
Getting a notification when my customer is getting an oil change or service is helpful
Shelby Parker
Hiya Nelson Paulino, thanks for this post! I have a few more questions for you:
- What specific information should the service reminder notification include?
- Would you like the reminder to be customizable based on different types of services?
- Should the reminder be sent to the customer, the dealership, or both?
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Nelson Paulino
Shelby Parker Good morning. Thank you for the lossinterest. I'd try to reply short and in the same order:
1)It is meant to remind US that the six-month RECOMMENDED BY LEXUS SERVICE is coming in the next fifteen days. Some customers don't bring the car to Service even when they are DUE on time because of the low mileage. That is bad in many ways, first, the SIX MONTHS (5K miles) is not performed, then the SERVICE DEPARTMENT loses that "service" that, in a new car, is already "paid by Lexus". Second, when the customer reaches the first 5K miles (in about a year) the RECOMMENDED SERVICE would be the 12 months/10K miles Service, so the customer loses the 5K miles Service due to time. Next time the customer comes (without a Service Contract) s/he will be charged and, then the argument starts: "I was told that my Lexus came with two free services, I only serviced my car once and now you are charging me for the second service, etcetera, etcetera, etcetera. Does that sound familiar? That creates a bad customer experience, a lose of money from the Service Department, and a bad reputation for the Service Department/Store. That can be avoided if we receive a notification within thirty/twenty or fifteen days before the NEXT RECOMMENDED SERVICE (it's easy, every six months from the day of purchase). If someone sales twenty, fifteen, or only ten cars a month, it will be hard for that person to follow up with her/his customer's Service Due Date, but not for THE SYSTEM, a simple reminder, just like birthdays;
2)That would be great if we could get a notification when our customers are coming to Service for other than a RECOMMENDED LEXUS SERVICE, that would tell them that we care about them, we are aware of their needs and we are here to assist them; and
3)NO. The reminder should only be sent to the salesperson, sending the reminder to the customer will take the protagonism away from the salesperson, remember, this is a show, and calling them to remind them about their RECOMMENDED LEXUS SERVICE makes them understand they are important to us and we care about their interest, besides, that allow us to explain them (AGAIN!) WHY THEY MUST TAKE THE VEHICLE TO SERVICE EVERY SIX MONTHS even if they have not reached the 5K, 10K, 15K, etcetera miles.
I hope this was not too long and clear enough. Thank you for the opportunity. Have a great weekend. Blessings...
PS
That would help you to keep fresh contact with your customers and avoid an imminent "skate" in the Service Department.
Drew Adler
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Drew Adler
Alyssia Wheat - Hello, Alyssia! What you are describing is possible in the CRM today. They are called Business Rules and can be set up automatically to run after certain events, such as Delivered Date. Your Management Team would be able to request this type of follow-up cadence with your CSM Team. Please let us know if you have any questions!
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Alyssia Wheat
Drew Adler: That's great. Thank you