automated calls?

What are your thoughts about automated calls from companies like One Command or AutoRevenue for things like customer birthdays, anniversaries, service reminders, missed service appts/lost customers, service introductions, etc etc?

It seems like a number of dealers are doing this to further communicate with their database, however, at least in our experience, we’re upsetting people with automated calls—“we’ll never do business with you again” has been fairly common. I suppose once you hit everyone with these you’ll be able to remove those that don’t want to receive them and will be left with just those customers who want to be communicated with in that manner.

Thoughts about automated calls would be much appreciated.

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Permalink Reply by Jerry Thibeau on March 15, 2011 at 11:19pm

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.

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Permalink Reply by Eve Light on March 17, 2011 at 9:45am

Do not like them. Neither does the average consumer. Much better not to turn people off and ad then your name to the call. The tone of your voice, and the manner in which you speak to a person can make all the difference. If I get an automated call I hang up. This is one place computer technology can not take the place of a real person.

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Permalink Reply by Mr. Natural on June 9, 2012 at 7:42pm

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.