Learn Retention Best Practices
One Touchpoint at a Time
Learn what the best practices are for earning and keeping life long customers, and how to use the tools in your Retention package to implement these best practices. Each touchpoint with the motorist requires your staff to follow a standardized process and be well trained on how to use AutoVitals to follow that process. This takes commitment, but creating life long customers is worth the effort. Let’s get started!
1.
Scheduling an Appointment
Best Practices:
Remind the motorist of declined jobs from the last visit while scheduling an appointment.
Features:
Here’s what you must learn:
2.
Vehicle Drop Off
Best Practices:
Take the time with each customer to set expectations for a smooth visit by making the Drop Off Script the standard operating procedure for this touchpoint. It is critical that your drop off script and procedure include collecting and confirming contact info such as cell phone number and email.
Features:
Here’s what you must learn:
3.
Vehicle Pick Up
Best Practices:
Establish a Pick Up process that includes using the Pick Up script with each customer. Document the recommended work and declined jobs in the POS before the invoice closes to ensure the customer is reminded of this work. Set expectations for what happens next (what AutoVitals will send them, what your next steps are, and what next steps the customer should take).
Features:
Here’s what you must learn:
4.
Follow Up After Appointment
Best Practices:
Call your customers shortly after the visit to thank them for their business as well as ensure all their needs were met. Plan out what type of marketing campaigns you will run an when they will be sent out at least 1 year in advance to hold yourself accountable to the plan.
Features:
Here’s what you must learn:
5.
Service Due
Best Practices:
Run call campaigns at least 3 days per week for 30 minutes each day to remind your customers that service is due. It is particularly effective to make service reminder calls shortly after the first and third Monday of the month when service reminders are sent. Approach these calls from the customer’s perspective- you are performing a customer service courtesy by helping them remember to service their car. These are NOT sales calls!
Features:
Here’s what you must learn:
6.
Monitoring KPI’s and Shop Maintenance
Best Practices:
In addition to monthly check ins with your Product Adviser, it is highly recommended that you regularly review your stats on Retention to understand your areas of strength and weakness, and more importantly formulate and execute a plan to improve. You can’t improve what you don’t measure!
Features:
Here’s what you must learn:
Recent Posts
Text Message Opt in Made Easy
Updates to text message opt in make the opt in process easier for staff and customers
We are excited to announce your staff will never have to ask customers for their carrier to sign up customers for text messages. In addition, we have added several other updates to text messaging, making it easier for your staff to communicate with your customers through texting.
Service Reminder Calls
Turn your Phone to Landscape Help your Customers Take Care of their Vehicle Provide excellent customer service and increase your retention rate. One of the most effective methods to increase the effectiveness of your shop's service reminder and retention efforts is to...
Follow Up Calls
Turn your Phone to Landscape How do you keep customers coming back? Follow up to Thank Customers and Address Concerns When a customer leaves the visit and drives away, it is important to make sure that is not the last time they think about your shop. By routinely...
Build and Launch Email Campaigns
Turn your Phone to Landscape Design and send your own email templates Communicating with Your Customers Made Easy With the ability to add custom photos, text, hyperlinks, and appointment request, you can easily create a professional looking email to your customers in...
Retention Campaign Manager
Turn your Phone to Landscape Run Targeted, Highly Effective Campaigns Personalized, Specific Marketing Made Easy The Campaign Manager allows you to easily zone in a highly targeted, specific segment of your customers, as well as run more broad campaigns in a few...
Service Reminders
Turn your Phone to Landscape Send the right message at the right time Our service reminder emails and text messages make it easy to reinforce to the customer the recommended work needed to get done to take care of their vehicle. Customers expect to be have...
Customer Pick Up Script
Turn your Phone to Landscape Thank You For Coming In! See You Next Time! Once again, the importance of executing a great customer experience will set you apart from all the other repairs shops your customer could have given their business too. This SHOULD NOT be a...
Customer Drop Off Script
Turn your Phone to Landscape Set expectations to make and keep happy customers. Welcome to the Digital Shop! Start each visit out right by setting your customer’s expectations of the service and communication your Digital Shop will provide. Taking a little extra time...
MyCarVitals Mobile App
Turn your Phone to Landscape We're Going Mobile- are you in? Mobile phones, mobile websites, mobile applications: the trend is clear. How many mobile devices do the members of your household use daily? Or more importantly, how many of your customers use their mobile...
What happens after the visit ends?
Turn your Phone to Landscape Keep the conversation going, even after the visit ends The visit is over, but the engagement is just begingning After the visit ends, your customers are invited to engage further with your shop through the Thank you Email and Activation...
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