Auto recalls can have a significant impact on our lives, and some even garner widespread attention in the news. Recalls force hundreds of thousands of car owners off the road while they wait for the vehicles to be fixed, impacting daily routines and causing financial strain. Despite efforts to minimize engineering errors, even the smallest oversight can result in massive recalls just months after production. This underscores the importance of addressing safety concerns in the auto industry.
Car makers and dealerships need to adopt a streamlined recall management system that prioritizes consumer satisfaction, fosters trust, and encourages customer loyalty. TradePending’s Service Offers platform gives dealerships a chance to proactively address customer recalls, build trust, and create new service and sales opportunities.
Why Is It Important for a Dealership to Communicate Recalls?
The surge in service traffic resulting from recalls provides dealerships with an opportunity to establish trust with customers, potentially leading to repeat business. In today’s consumer-centric landscape, brands are expected to be transparent and proactive in addressing customer concerns. With updates on recall data, dealerships using TradePending’s Service Offers can immediately notify customers of essential recalls. Car owners can then quickly and easily address the issue before the situation gets worse.
How to Connect with Customers
A disparity arises between the number of vehicles recalled and the number of owners who seek out repairs. This is most likely due to consumer apprehension and financial worries. Most consumers are unaware of how recalls work or that recall repairs can be completed at no cost to them. Below are three suggestions that many dealers we collaborate with have used to successfully address these issues.
- Make the Benefits of Recalls Clear: In all messaging, clearly communicate that your dealership is dedicated to assisting vehicle owners and that you are focused on completing the recall repair. Emphasize that the recall repair is free of charge and that no additional services are required. While it’s true that service departments aim to maximize revenue, your approach should prioritize addressing the inconvenience experienced by customers with faulty vehicles. Timing is key to effectively addressing their needs.
- Have Effective Communication: Effective communication is key to reaching and engaging with customers. Convincing a customer to respond to a recall notice requires a sustained effort. Consumer engagement should involve a combination of direct mail, email, and telephone outreach.
- Have a Well-Trained Service Center: Your service department must be fully prepared to assist customers when they arrive. Certain recalls carry potential safety risks if left unaddressed, which can be distressing for the customer. Therefore, training everyone on the service team to handle this type of situation is essential.
Compel Consumers to Bring Recalled Vehicles to Your Dealership
Get ahead of the recalls and let your customers know all about your service offers and their prices with Service Offers. Vehicle owners are required to visit authorized dealerships for recall repairs, which means dealers have an opportunity to provide exceptional customer service that exceeds their customers’ expectations. It’s essential to have your service offers listed on your Google Business page and under services on your Facebook Business page. Dealerships can also benefit from having a page devoted to current recalls for their vehicles so their customers can quickly access that information.
Dealerships can also benefit from providing their customers with quick access to recall information by dedicating a page to current car recalls.