STEP 4: REMINDERS
If you want to go one step further to help you add more dollars to your bottom line… Don’t let your customers go elsewhere!
Service Reminders
WHY ARE SERVICE REMINDERS SO IMPORTANT?
Maintaining a car is not at the top of many people’s lists. We all get busy which makes it easy to miss or delay a service. If you don’t remind your customers they are due, they are more likely to delay a service unintentionally or go elsewhere.Your customer may have had a great experience with you last time. However, 12 months is a long time. 12 months later they may have forgotten about your business, they may have experienced other car problems and gone elsewhere, and they may even get poached by another business. Using a service reminder will help customers service their vehicles on time and help you stay top of mind.
HOW TO DO SEND A SERVICE REMINDER
If you use workshop software, it’s easy. This function is built-in, and you can set and forget.If you use an electronic or paper diary you can send reminders manually. If you’ve pre-booked the service (step 2) this is much easier. You can simply review services due in 2 weeks’ time and send your customer an email or SMS. Have a rhythm for doing this. Maybe spend an hour each Sunday morning reviewing your upcoming bookings and sending a reminder.
Create a template. Don’t start from scratch each time. Write the copy and then save it somewhere. Simply copy and paste.
Here’s Blue Toro’s SMS example (pre-booked):
Dear [customers name], your [car make/model], registration [rego number] is booked in for a service on [date]. Please phone [number] for any changes. Regards [your name]. Here’s Blue Toro’s SMS example (not booked):Dear [customers name], your [car make/model], registration [rego number] is due for a service on [date]. Please phone [number] for a booking. Regards [your name].
If the booking is not already made, follow up with a phone call. Most people won’t react to your reminder. They’re busy and ‘will get around to it’. A phone call makes it easy for the customer to book in.
Watch out for rego inspections.
A rego inspection is a leading indicator for a service. That is a customer must get their car inspected and will do a service along with it. If you don’t offer rego inspections, they will go to someone who does, and you may miss out on the service. Offer rego inspections to lock in the service. You don’t have to do them. Use a partner workshop.
Booking Reminders
Reduce cancellations!
WHY ARE BOOKING REMINDERS SO IMPORTANT?
People are busy and they don’t always prioritise their mechanic. Sending a quick SMS the day before a booking is shown to drastically decrease cancellations.
HOW TO DO SEND A BOOKING REMINDER
If you use workshop software, it’s easy. This function is built-in, and you can set and forget.
If you use an electronic or paper diary you can send reminders manually. Set a time each day, review your bookings for tomorrow and send your customers a quick text.
Hi [customers name], a courtesy reminder that your [car make/model], registration [rego number] is booked in tomorrow at [time] for a service. Please phone [number] for any changes. Regards [your name].
How can you make reminders work for you?
Request a call back