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Making the Follow-up Call

Doing it right can make a huge difference

You said you'd call so the customer is expecting it. But if you don't handle it correctly, you could lose money both now and in the future. So consider some of these key elements when making a follow up call to your service customers:

Set up the call in advance - Make sure you've made arrangements with the customer before he/she leaves. Be specific about the time and number you intend to call.
Get organized - There are two ways you need to get organized. First, you need to make sure you've created a call log that includes the customer's number and the time you agreed to call. Second, you need to collect the information you'll need to discuss the repair or service with the customer. This includes the RO, tech recommendations, and status of the original repair.
Take the curse off the call - When the customer answers, ask if you�ve caught him/her at a good time. This shows respect and ensures you'll be able to discuss the vehicle without being rushed.
Get to the point quickly - Customers are usually busy and don't have time for small talk. Let them know the status, the expected completion time, and the final cost of the recommended work.
Make additional recommendations - Be sure to advise the customer of any opportunities for repairs or service that the technician recommends.
Ask if there are any other concerns - Give the customer a chance to provide feedback.
Thank your customers for their time - Always say thank you and allow the customer to hang up first.

The Follow-up call provides a great opportunity for you to improve customer satisfaction and profits per RO. Using these key elements will ensure you're covering the most important details in every customer contact. If you're new at it, or you just need to jump start your process, consider taking our Value Building Service Strategies course. Lesson 5 (of part 2) provides a specific script for contacting your customers.