The Power of a Positive Follow-Up

Follow-up is a key step of every Service visit and your final chance to set things right with the customer to earn their repeat business. Whether you know it or not, a positive follow-up begins before you ever pick up the phone—it starts during their Service visit.

Preparing for Follow-Up

• Set the stage at redelivery: Inform the customer you will reach out in a couple days to make sure they are satisfied with the work performed.
• Ask the customer for the best time to be contacted and their preferred method of contact.
• Document the customer’s preferred time and method of contact on the RO.
• Set follow-up reminders on your phone or computer that match the customer’s preferred time.
• Create a follow-up script and practice out loud so it sounds natural.
• Review the RO and declined work prior to the follow-up so you know what to cover with your customer. 

If the customer had a particularly difficult repair or encountered issues during their visit, then a positive follow-up is especially important. Each dissatisfied customer has the potential for becoming your company’s best advertisement, and a key referral source—if you are willing to listen. 

Following Up with Dissatisfied Customers

• Listen first: Let the customer fully explain the issue so you can gain a full understanding.
• Make the customer feel heard: After listening to the customer, rephrase the issue back to them to ensure you fully understand it.
• Document the concern: Write down the concern with as much detail as possible; complete a Follow-Up Tracking Log.
• Take ownership: Apologize for the situation and let the customer know that you will personally forward their concern to the appropriate manager and get it handled (Notify the Service Manager immediately upon completing the follow-up).
• Find a resolution: Review the concern and all documentation with management. Work with management to come to a timely resolution.
• Present the resolution: Follow-up with the customer and present your resolution, working with them to refine it as needed.

Listening and patience are key to resolving customer concerns and leaving them with a positive impression of you, your service, and the dealership.