Self Check......How would you rate your Customer Experience in Fixed Ops?
The Appointment Experience
*Our customers are able to make an appointment online 24/7 and receive an immediate appointment.
*Our customers are able to see online the pricing for services and repairs and opt-in for those sales?
*Customers receive texting and email confirmations of appointments, as the appointment is made and as the appointment is approaching.
*Customers are informed online as to the recommended maintenance needed at this time.
*When customers call in, they are greeted immediately.
*When customers call in, they are informed of recommended services along with pricing. Declined services are also reviewed.
*Your customers have other options than early bird and in-person write up.
*Your customers are greeted by name when in person.
*Your customers are told why they are here and how prepared we are for them.
*Your customers receive a walk-around inspection from the advisor.
*Your customers receive information with pricing about the recommended maintenance.
*Your customers agree to texting and email during the visit.
*Your customers receive a report of the write-up with pictures and results of the walk-around.
*Customers receive information of how you are fogging and protecting their health.
Customer Recommendations Experience
*Your customers receive by email and texting an estimate with pictures and video that they can approve from that email or from their cell phone and most estimates are approved this way.
*Phoning your customers for approvals is minimized.
Customer Wrap-Up Experience
*Customers are alerted by email and texting that their vehicle is complete. Phoning your customers is minimized.
*Customers are sent a payment option to allow them to pay for the repairs/maintenance online.
*Vehicles can be staged for a no-touch delivery.
*Reminder of how you are fogging and protecting their health.
*Customer receives Next Appointment.
Customer Follow-Up and Marketing Experience
Most dealerships are looking for additional revenue from service. Did you know that over 50% of your current ASR's this month were not purchased? Studies have shown that customers are more apt to buy when the sale is a current need. So why are we sending emails to customers to bring them in, yet don't have a plan for our declined services? We can help you bring in those additional dollars.
Is your Current Service Process Outdated? Is it costing you customers? Call us and schedule an online appointment at no charge to discuss