Part 2: 3 Ways Scheduling Software Can Work for You
Part 2: Increase customer loyalty
In Part 1, we discussed what scheduling software can do to help you prevent overbooking. Now, let’s look at what it can teach you about your customer’s vehicle, and how you can use that knowledge to increase customer loyalty.
In the long run, the best way to make more money in your service department is to continuously reinforce your customers’ faith in your dealership. The right scheduling software will provide insider information about customer vehicles in real-time…allowing you to make targeted service recommendations that are timely, relevant and more persuasive.
Acknowledge Previous ROs
Customers need to know that you’re looking out for their best interests. Use the customer’s RO history on your scheduling software and simply ask the customer about their satisfaction with their last service. If you recently balanced the tires, ask if the customer is enjoying a smoother ride. Show your customers that you’ve been there for them in the past, and that your interest in their satisfaction goes beyond one visit.
Put the Manufacturer in Your Corner
When it comes to service recommendations, it can be difficult to convince the customer to take your word on the best course of action. When you look up a customer in your scheduling software, any upcoming OEM-recommended maintenance schedules are displayed. When you and the OEM make the same service suggestion, customers are more likely to follow your advice.
Address Declined Repairs
Viewing service refusals is a great way to understand what kind of service recommendation will or won’t work for each patron. Let’s say you have a customer who regularly changes their own air filters. While you know it’s in their best interest to have professional installation and high-quality parts, recommending the same service they’ve declined several times can come across as pushy. Likewise, by reviewing service refusals you have an opportunity to provide a helpful reminder to a busy customer who may have forgotten to schedule their now-overdue service.
Having the right information in real-time makes it easier to offer the services your customers need, thereby building lasting relationships and pleased clients.
Tune in Next Time
In the third and final installment in this series, we’ll see how scheduling software can help measure your service department ROI.
In the meantime, if you’re interested in scheduling software that puts all these features—and more—at your fingertips, there’s nothing better than AutoBook. To learn what AutoBook can do for your dealership, email us at firstname.lastname@example.org or give us a call at 877-850-2010 today.