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Are we talking robo calls? I really hate those and would never subject my customers to such a nuisance.
Here are my thoughts:
Birthday Calls - Salesperson only!
Anniversaries - e-mail or snail mail only.
Service Reminders - e-mail, text message or by dealership employee who might also want to use this script.
Missed Service Appointment Call - Person who originally scheduled the appointment.
Lost Customers - Should be invited for service specials and also prospected for future opportunities by the salesperson who lost the deal at said point in time when it was determined the deal was lost. Better known as the "you did" call.
Service Introductions - Should be done at time of delivery
Service Satisfaction - Should be done by e-mail.
Ultimately the sales reps and service advisers have the best relationships with the customers and they should be the main people communicating with customers via the telephone. I also like the Customer Satisfaction call to unsold traffic by a customer satisfaction rep.
With all the different calls one can make to a customer, it's not surprising why they would become easily frustrated. I like follow-up, but it should be carefully executed between e-mail and phone.
Hate-Hate-Hate...Bad-Bad-Bad...total lack of sincerity. I have spent my life on the phone, both making and talking calls. Oh the humanity. What comes next? Robo Closers?
Wait a minute, this could be a good idea. Forget what I said up above, let me get back to you on this.
Mr. N
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