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IMI Magazine

Continuing Professional Development - Coaching for effective customer follow up

Why follow up?

Firstly let’s consider the following statement: “Successful retailers are the ones who talk to their customers when they aren’t doing business with them right now”. This means taking every opportunity available to keep in touch with your customers. This means follow up!

For service advisors there are three main opportunities to do this:

  1. After a customer has had their vehicle serviced.
  2. To remind a customer of their next service or any repairs due.
  3. To advise a customer of a special offer/promotion.

Pursuing these follow-up activities thoroughly and effectively means you will gather vital information about how customers perceive your product and services. It also provides an opportunity to create goodwill by solving any unresolved problems. Lastly it will keep your business at the front of the customer’s mind. This will enable you to achieve the following results:

  1. Increase customer satisfaction through continuous improvement.
  2. Increase customer loyalty.
  3. Increase customer spend in your dealership.

Going on the assumption that these results look pretty attractive, here are some coaching tools to help achieve ‘effective customer follow-up’.

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