Since dealers have vehicles coming in for routine maintenance they are also doing inspections on each and every vehicle that enters the shop, with the customerspermission - we are doing that, right?

WIth that being said, not every customer can or will do the recommended fixes to their vehicle while it is in the shop, we know that as well.

Dealers track the declined services and know customers will leave, perhaps think about the item(s) that were recommended but they most likely aren’t going to be proactive to contact the dealership and book an appointment to visit again.

With the data of declined services - it can allow for building custom engagement to customers based on their very specific requirements on their vehicle, while building trust at the same time.

What if 24 hours after a friendly reminder was sent from the service manager to thank them for their business and includes a little additional information on the recommendation? A link to the web site, a YouTube video or other information.

Based on that send an additional campaign can be sent out to build trust with the customer. If the customer opens the email, then 12 hours after perhaps send a savings for having the work done at the dealership and build loyalty in the process. If they don’t open the email perhaps set up a text message that goes to the customer with a thank you and coupon code to offer a savings, or email them to a specific landing page with personalized messaging and savings offered.

There can be a full blown process of follow up based on the declined service and how the customer interacts (or doesn’t) with the messaging provided. However, using automation the key is that it is “set” and “forget” features. NOW, this doesn’t mean don’t adjust message or monitor but as we know the easier the better and building out a process that can run itself can certainly benefit the service department at the dealership. It can be sent from the service manager (or advisors) and build the communication to the customer on their behalf.

Every service customer needs a good follow up process on declined service - how well does your dealership do with building trust and providing benefits to getting the work done at your location?

Since dealers have vehicles coming in for routine maintenance they are also doing inspections on each and every vehicle that enters the shop, with the customerspermission - we are doing that, right?

WIth that being said, not every customer can or will do the recommended fixes to their vehicle while it is in the shop, we know that as well.

Dealers track the declined services and know customers will leave, perhaps think about the item(s) that were recommended but they most likely aren’t going to be proactive to contact the dealership and book an appointment to visit again.

With the data of declined services - it can allow for building custom engagement to customers based on their very specific requirements on their vehicle, while building trust at the same time.

What if 24 hours after a friendly reminder was sent from the service manager to thank them for their business and includes a little additional information on the recommendation? A link to the web site, a YouTube video or other information.

Based on that send an additional campaign can be sent out to build trust with the customer. If the customer opens the email, then 12 hours after perhaps send a savings for having the work done at the dealership and build loyalty in the process. If they don’t open the email perhaps set up a text message that goes to the customer with a thank you and coupon code to offer a savings, or email them to a specific landing page with personalized messaging and savings offered.

There can be a full blown process of follow up based on the declined service and how the customer interacts (or doesn’t) with the messaging provided. However, using automation the key is that it is “set” and “forget” features. NOW, this doesn’t mean don’t adjust message or monitor but as we know the easier the better and building out a process that can run itself can certainly benefit the service department at the dealership. It can be sent from the service manager (or advisors) and build the communication to the customer on their behalf.

Every service customer needs a good follow up process on declined service - how well does your dealership do with building trust and providing benefits to getting the work done at your location?

In tough times, it is natural to make an effort to bolster your service department in an attempt to maximize cash flow. As consumers are putting money into what they’ve got, rather than buying new, there are many dealers marketing their service departments to take maximize every available repair dollar.

Involve the team in marketing and promotions to ensure that you don’t promote something that is difficult or impossible to deliver. Promotions may involve more staff, hours or parts, and these needs should be run past the departments responsible for providing the service. We have seen some great ideas that come from involving the team, such as using the car shows to hand out discount cards for new service customers that do work with you during the slow season, or launching education clinics on the effects of key items and what services can be done to prevent future issues.

Remember the old Queen song, “We Are the Champions,” and apply it to your service department. The people who work in service and parts tend to be very motivated by recognition for their ability to “get’r done” when times are tough. Let them know they are your champions, and they are likely to pull harder for you.

Customer communication is vital. If you stay in touch, you can charge $2,000, and the customer will be happy; but if that same customer doesn’t hear from you, you could knock $500 off the bill and they will still be mad. So much money can be made by staying in touch and offering additional work to the tickets you currently have open.

The work we do tweaking our service and parts efficiency and attracting new customers to our service department can really help us to gain market share when things turn around. No matter what the market is doing, it is always beneficial to have a service and parts department that you can count on.

In tough times, it is natural to make an effort to bolster your service department in an attempt to maximize cash flow. As consumers are putting money into what they’ve got, rather than buying new, there are many dealers marketing their service departments to take maximize every available repair dollar.

Involve the team in marketing and promotions to ensure that you don’t promote something that is difficult or impossible to deliver. Promotions may involve more staff, hours or parts, and these needs should be run past the departments responsible for providing the service. We have seen some great ideas that come from involving the team, such as using the car shows to hand out discount cards for new service customers that do work with you during the slow season, or launching education clinics on the effects of key items and what services can be done to prevent future issues.

Remember the old Queen song, “We Are the Champions,” and apply it to your service department. The people who work in service and parts tend to be very motivated by recognition for their ability to “get’r done” when times are tough. Let them know they are your champions, and they are likely to pull harder for you.

Customer communication is vital. If you stay in touch, you can charge $2,000, and the customer will be happy; but if that same customer doesn’t hear from you, you could knock $500 off the bill and they will still be mad. So much money can be made by staying in touch and offering additional work to the tickets you currently have open.

The work we do tweaking our service and parts efficiency and attracting new customers to our service department can really help us to gain market share when things turn around. No matter what the market is doing, it is always beneficial to have a service and parts department that you can count on.

We all know that the Service Department is key to growth of business - both on the maintenance and repair, but also on future sales by doing a great job with service customers when the visit the dealership.

All manufacturers provide inspections to dealers for ensure the vehicle is reviewed by the technicians for many points of the safety, focused on the customer and having the vehicle in the shop at that point.

However as we know - not every customer is going to purchase at the time of recommendations that day. So often there needs to be a follow up process in place to contact customers who were in the Yellow or Red on the inspection. 

What does this mean for marketing opportunities? Well.... it is a HUGE way to send out custom content to customers based on the inspections. 

Some thought starters may include:

• Yellow tires - automate email based on the importance of new tires, should they open the email send one based on a savings offering after a couple of days. Include links to YouTube videos with information on the tire options.
• Windshield wipers - looking a little worn on the customer vehicle? automate a text message to the customer with a coupon of savings the next day and offer an incentive to come in for new wipers.
• Belts in yellow - after a couple weeks send out a email with the importance of the belt and engine functionality

Using collected customer information is always best for growing engagement, so now use it to customize messaging for the customer. 

We all know that the Service Department is key to growth of business - both on the maintenance and repair, but also on future sales by doing a great job with service customers when the visit the dealership.

All manufacturers provide inspections to dealers for ensure the vehicle is reviewed by the technicians for many points of the safety, focused on the customer and having the vehicle in the shop at that point.

However as we know - not every customer is going to purchase at the time of recommendations that day. So often there needs to be a follow up process in place to contact customers who were in the Yellow or Red on the inspection. 

What does this mean for marketing opportunities? Well.... it is a HUGE way to send out custom content to customers based on the inspections. 

Some thought starters may include:

• Yellow tires - automate email based on the importance of new tires, should they open the email send one based on a savings offering after a couple of days. Include links to YouTube videos with information on the tire options.
• Windshield wipers - looking a little worn on the customer vehicle? automate a text message to the customer with a coupon of savings the next day and offer an incentive to come in for new wipers.
• Belts in yellow - after a couple weeks send out a email with the importance of the belt and engine functionality

Using collected customer information is always best for growing engagement, so now use it to customize messaging for the customer. 

We all know that the Service Department is key to continuous growth for the dealership, customer purchases, comes in for first visit and is wowed by the experience, returns every three months. Then they purchase next vehicle at dealership and the cycle continues – this happens at all dealerships right?

Okay that is a perfect world when the process is followed to a “T” and no steps are missed, with the customer in agreement the entire time.

When a customer has an inspection done on their vehicle – even on the first visit to get them understanding the benefit – it is important to track the inspection for both records and marketing opportunities.

As we know a customer won't purchase yellow or red items at the dealership immediately at that time.

Do dealers have a process in place to target those customers who declined services? What if using the data they can automate a process to email specific information to them automatically based on the service declined. 

For example if somebody decided that the tires marked in the red weren't in the budget today – how do we automate an email to follow up in a couple of days with a friendly reminder.

After all the data knows the details, so using that have a daily batch of emails go out in the morning to customers that were in two days prior with features and benefits of new tires. Then after another day if they don't open the email send them a savings for tires that may incite them to for visiting.

Of course it could also include text messages or even voice mails to provide them with a coupon code via text or a message from the service manager thanking them for business and offering a special savings in the message as well.

Service is important to everyday business at the dealership, do you ensure that a consistent service marketing plan is in place for the dealership?

We all know that the Service Department is key to continuous growth for the dealership, customer purchases, comes in for first visit and is wowed by the experience, returns every three months. Then they purchase next vehicle at dealership and the cycle continues – this happens at all dealerships right?

Okay that is a perfect world when the process is followed to a “T” and no steps are missed, with the customer in agreement the entire time.

When a customer has an inspection done on their vehicle – even on the first visit to get them understanding the benefit – it is important to track the inspection for both records and marketing opportunities.

As we know a customer won't purchase yellow or red items at the dealership immediately at that time.

Do dealers have a process in place to target those customers who declined services? What if using the data they can automate a process to email specific information to them automatically based on the service declined. 

For example if somebody decided that the tires marked in the red weren't in the budget today – how do we automate an email to follow up in a couple of days with a friendly reminder.

After all the data knows the details, so using that have a daily batch of emails go out in the morning to customers that were in two days prior with features and benefits of new tires. Then after another day if they don't open the email send them a savings for tires that may incite them to for visiting.

Of course it could also include text messages or even voice mails to provide them with a coupon code via text or a message from the service manager thanking them for business and offering a special savings in the message as well.

Service is important to everyday business at the dealership, do you ensure that a consistent service marketing plan is in place for the dealership?

What sets a great dealership apart from a good dealership? Excellent customer service, convenience, and providing customers with services to improve their customer experience and keep them coming back. One of the simplest, most effective ways to reach these goals is by offering your customers personalized Text messages.

Text is a quick, personal way to send notifications and reminders to customers. Most people carry a mobile phone with them at all times, which makes text messaging a convenient way for customers to receive updates. Automation software has made Text messaging a simple, time-saving tool which allows busy dealerships to connect personally with each customer.

Customers appreciate convenience. When you can make a customer's day easier, it contributes to a loyal, lasting relationship. Let's say a customer's vehicle is in the shop for maintenance. The customer is eager to get their vehicle back as soon as possible. With one click, send a message to the customer the moment the vehicle is finished. The customer receives the message and can come in right away to pick up their vehicle. Quick and easy. Customers can be notified in the same way when a required part arrives for their vehicle.

Text messaging is also useful when suggesting additional maintenance that a vehicle may need. If a customer's vehicle is receiving a routine checkup, for example, the technician may discover that there is a crack in the windshield. A quick text message updates the customer, and they can reply right away to let the technician know whether or not they would like the suggested service performed.

Text is not only an easy and efficient way to contact customers, it can also increase profit by reducing no-shows for service appointments. Text message reminders have been shown to be highly effective at increasing the number of customers who come in for their scheduled appointments. Often, customers simply forget they have an appointment that day, or cannot remember the time. A prompt Text message lets them know the exact details of their appointment. These messages are sent automatically, based on appointment dates in the dealership data system, saving time for the dealership staff.

Personalized messages based on customers' individual needs also help to build the sense of a dedicated dealership that is looking out for each of its many customers. Here again, automation software provides the ideal solution. Each customers' unique data and dates specific to their vehicle are already in the dealership system, so messages can be sent out automatically, based on that data.

Here's an example of how an automated personalized text message can be convenient for a customer, while also encouraging them to visit the dealership for service. “Hi Cindy, we noticed it is almost time for your vehicle's recommended brake job. Your continued safety is important to us, so we have included several times when we could fit you in for this service. Please let us know which (if any) of these times work for you.” Cindy is reminded that her vehicle needs work and can easily respond to the text message to book her appointment.

With automation software, it is simple to update your customers with the click of a button. Yet Text messaging offers even more to customers and dealerships alike. Text promotions can also be used with great success to offer customers special deals and sales based on their individual needs and vehicle history. Drive business back to your dealership by sending out regular and seasonal text message promotions.

Text is an effective way to engage your customers and maintain strong relationships. It allows your dealership to offer more than the competition, while also saving you time. Automation software makes it possible to reach out to each customer with automated text messages based on their unique needs and vehicle history. Take advantage of a great opportunity to bring more business to your dealership and help create loyal, satisfied customers.

What sets a great dealership apart from a good dealership? Excellent customer service, convenience, and providing customers with services to improve their customer experience and keep them coming back. One of the simplest, most effective ways to reach these goals is by offering your customers personalized Text messages.

Text is a quick, personal way to send notifications and reminders to customers. Most people carry a mobile phone with them at all times, which makes text messaging a convenient way for customers to receive updates. Automation software has made Text messaging a simple, time-saving tool which allows busy dealerships to connect personally with each customer.

Customers appreciate convenience. When you can make a customer's day easier, it contributes to a loyal, lasting relationship. Let's say a customer's vehicle is in the shop for maintenance. The customer is eager to get their vehicle back as soon as possible. With one click, send a message to the customer the moment the vehicle is finished. The customer receives the message and can come in right away to pick up their vehicle. Quick and easy. Customers can be notified in the same way when a required part arrives for their vehicle.

Text messaging is also useful when suggesting additional maintenance that a vehicle may need. If a customer's vehicle is receiving a routine checkup, for example, the technician may discover that there is a crack in the windshield. A quick text message updates the customer, and they can reply right away to let the technician know whether or not they would like the suggested service performed.

Text is not only an easy and efficient way to contact customers, it can also increase profit by reducing no-shows for service appointments. Text message reminders have been shown to be highly effective at increasing the number of customers who come in for their scheduled appointments. Often, customers simply forget they have an appointment that day, or cannot remember the time. A prompt Text message lets them know the exact details of their appointment. These messages are sent automatically, based on appointment dates in the dealership data system, saving time for the dealership staff.

Personalized messages based on customers' individual needs also help to build the sense of a dedicated dealership that is looking out for each of its many customers. Here again, automation software provides the ideal solution. Each customers' unique data and dates specific to their vehicle are already in the dealership system, so messages can be sent out automatically, based on that data.

Here's an example of how an automated personalized text message can be convenient for a customer, while also encouraging them to visit the dealership for service. “Hi Cindy, we noticed it is almost time for your vehicle's recommended brake job. Your continued safety is important to us, so we have included several times when we could fit you in for this service. Please let us know which (if any) of these times work for you.” Cindy is reminded that her vehicle needs work and can easily respond to the text message to book her appointment.

With automation software, it is simple to update your customers with the click of a button. Yet Text messaging offers even more to customers and dealerships alike. Text promotions can also be used with great success to offer customers special deals and sales based on their individual needs and vehicle history. Drive business back to your dealership by sending out regular and seasonal text message promotions.

Text is an effective way to engage your customers and maintain strong relationships. It allows your dealership to offer more than the competition, while also saving you time. Automation software makes it possible to reach out to each customer with automated text messages based on their unique needs and vehicle history. Take advantage of a great opportunity to bring more business to your dealership and help create loyal, satisfied customers.