Customer Retention

David Hensley, Jr.
We are wanting to implement a new system to follow up with the leads that we were not able to secure financing for at this current time. We are leaning towards waiting 6 months and then sending a mailer. Any thoughts or suggestions?
Jim Bell
With unable to finance customers, I would probably focus on the fixed ops side of things and maybe offer them a coupon for service for an oil change to get them back in the door. You may gain them as a customer through that. Then when they do have everything fixed on the credit side of things, then they will remember you. Just make sure that they are part of your ongoing marketing campaigns, email and direct mail.
Bryan Armstrong
I built a "Can't Finance" folow-up process that touched them every 3 Months. This was based on the fact that we review every app with the applicant and SHOW them the resons for the decline as well as give pointers that may help with re-establishment. The Follow-up is all very soft and along the lines of "times change and so does everyone's personal situation and lender guideline's. If you'd like us to re-look at being able to help you we would love the opportunity. Perhaps a quick phone call before we proceed any further may be a good first step. We thank you once again, and remember the things we spoke about before. Above all, many may promise to be able to help you but then pull your credit and ultimately hurt your score. We already know your unique situation and look forward to a long relationship. I'll wait to hear from you!" I DO like the idea of a Service Coupon or even a free car wash that they could redeem as a VIP Customer. Will probably integrate that! Thanks Jim!
David Hensley, Jr.
Thank you guys for taking the time to reply to my post. These are both great ideas.

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