There are so many ways to show your customers you care about them and their vehicle. Beyond coupons and discounts, you can show your appreciation through communication. If you sent a message to each of your customers and that message brought even 10 percent of them into your shop for deferred work or regular maintenance—what would the impact be on your bottom line?
One of the most basic elements of customer service is effective communication. It’s something customers are clamoring for. And it’s one of the things businesses struggle with the most. It’s time-consuming to constantly communicate and the work being done on their vehicle seems self-explanatory, right? Why do you need to hold their hand through every step of the process? Because that’s what your customers want.
So how can you make this important part of your business easier and less stressful for you? One word (well, acronym): CRM. If you aren’t using a CRM system, you should be.
CRM stands for Customer Relationship Manager. It’s software that keeps records of customer contact information, interactions you’ve had with customers, notes on their vehicle or personal preferences, and more. It’s searchable, so you can quickly and easily find what you’re looking for. The system can alert you when customers are due for service or when parts arrive so you can get in touch with the customer. Bottom line: a CRM makes open, ongoing and proactive customer communication much easier.
Did you know that ALLDATA Manage Online is also a CRM? Manage Online has other functionality, including parts ordering and invoicing, but a customer relationship manager is a big part of it. Manage Online makes it simple for you to get in touch with individual customers with targeted messages via text, right from the Work document. Using the CRM, you can text or email a customer a notification that their vehicle is ready for pick up, or remind them that their vehicle is overdue for service or should be brought back to complete something that wasn’t finished on their last visit. While you don’t want to send so many messages your customers start seeing them as spam, regular touchpoint reminders can bring in more business. If you want to expand your options when messaging customers, Manage Online also partners with Intuit, Demandforce and MechanicNet to bring you advanced CRM options.
Customers appreciate value-added communication. They may not think about you and your shop every day, but they certainly think about their vehicle every day. Seeing a text message reminding them they are due for an oil change makes it simple to take a moment to request an appointment – something they may have put off for weeks “until they had the time to call” happens nearly instantly. And it’s mutually beneficial: they continue to drive a safe and properly maintained vehicle and you have increased that customer’s loyalty and helped your monthly revenue numbers.
If your shop isn’t using a CRM system, you should be. The benefits to your shop and your customers are clear. A little communication goes a long way.
Requesting a demo of ALLDATA Manage Online is easy, simply call (888) 853-7309 or click here to get started.