Thursday’s Callback, Set on Sunday
The test drive went well and the executive promised to ring on Thursday. Thursday brought two deliveries and a stock count, and the buyer heard nothing.
Reminders that come from the record
By deal stage
A quotation sent, a test drive done, a booking waiting on a loan. Each stage puts the next call on a date.
By service due date
The car that was delivered last September is due now, and the owner hears from you before he hears from a garage.
By insurance renewal
A renewal date coming up is a reminder to the customer and a task for the desk that handles it.
By what has gone quiet
Enquiries with no contact for days appear on a list, which is the cheapest sales meeting a dealership can run.
Where the message goes
SMS, email, or WhatsApp, on the number the buyer actually answers. The text is yours and the timing is yours. Automated follow-up here means the reminder never gets forgotten, not that a machine writes to your customer in a voice you would not use.
The follow-ups dealerships lose most
- The buyer who drove it and went quiet
- The booking waiting on a loan approval
- The first paid service after the free ones end
- The insurance that lapsed because nobody rang in time
A reminder is not a phone call
Somebody still picks up the phone, and a dealership where executives close tasks without calling will get a tidy screen and the same lost buyers. What changes is that the miss is visible. The GM can see which executive’s list never empties.
Frequently asked questions
Can we change how long before a service reminder goes out?
Yes, that is a setting. Most dealerships send one a fortnight ahead and a second closer to the date, and adjust it once they see what gets answered.
Will customers get messages from two places?
They can, if your brand’s system also sends service reminders. Worth checking before switching both on, and the timing here can be moved to avoid it.
Does the executive get reminded, or only the customer?
Both, and separately. The customer gets the message you wrote, while the executive gets a task on his list for the same day.
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