We see four kinds of service leads coming through, and here’s how we coach our customers to respond.
The first three types of service leads
- Customers who saved an oil change, and scheduled an oil change
- Customers who save a brake offer, but scheduled an oil change
- Customers who saved any offer, but haven’t scheduled
Flip things around and work them in reverse order. You won’t get a lot of those “saved an offer but didn’t schedule folks”, but they are the untapped opportunities.
Here’s what to say to them and it’s really easy: “We see you saved an offer with us, but don’t have anything booked yet. Anything we can do to assist?”
For someone who saved an offer that scheduled a different service try, “Thanks for scheduling that oil change. Confirming we’ll see you Thursday 8am for that. I also see you saved our brake special. Are you having issues with those yet? We can add checking those to your repair ticket to ensure everything is in order while you’re here.”
This is really key to make sure the drive is dispatched, but adds opportunity for the writer/tech to upsell.
**A side note: If the customer says “I couldn’t schedule the Winter Package I saved so I just scheduled an oil change”, that’s great info! That means you’ve got an offer on your site that hasn’t been added to your scheduler with an op code.
Lastly, if you have the time, giving the customer a courtesy call confirming the appointment of someone who saved and scheduled is always great customer service. This is also the perfect opportunity to tell them you’ll give them a complimentary trade-in appraisal, because you’re doing that on every car, right?
Bonus service leads
The bonus lead type? People who check the recall status on their vehicle.
Calling them provides a great opportunity to get ahead of any panic and inform that “I see you checked for open recalls on your 2017 Nissan Rogue. Right now, we’re just waiting on the parts/software availability. Not to worry though! I have your name/number and you’re on a list to contact when we do get that and we’ll be in touch.”
If you’re not getting service leads from your website, reach out, we can help. Check out Service Offers here, which now includes Value Watch. Don’t know what that is…it’s worth a 2 minute skim.
