When it comes to turning around recommended work that customers decline, there are many factors to consider. One of the most important is the possibility that the vehicle owner was never informed in the first place. This can happen for several reasons. For example, someone other than the vehicle owner may have picked it up and may not be aware that work was recommended in the first place.
Regardless of the reason, declined recommended repairs represent a significant source of revenue that your service department needs for long-term profitability and success. This is why getting these customers to approve the work is so important.
Recovering revenue lost when customers decline recommended work begins with identifying those customers who reject the recommendations. Using a full-featured communications platform like TEXT2DRIVE™ that can be accessed on any device, service advisors make a note in a customer’s account whether or not the customer accepted the recommendations.
Logging this information gives your service department the distinct advantage of knowing how much potential revenue you have in declined service work. You can then target these customers to recoup as much of it as possible. Even if it is just 30%, that is still 30% more revenue than you would have made.
At this point you may be thinking, my service staff does not have time to contact all of those customers!
The good news is, they do not have to lift a finger.
TEXT2DRIVE incorporates automation to deploy declined service reminders directly to customers’ cell phones via text messages. The communications platform even provides pre-existing templates for these messages with the bulk of the copy. These templates can be personalized with the name of the service advisor, the customer, their vehicle and other pertinent information.
Declined service reminders are effective. In fact, dealerships generated $6,643 of additional revenue on average in March of 2019 due to using declined service reminders.
Your customers will eventually get the repairs done. Declined service reminders ensure it will happen at your service department.
Learn more about how TEXT2DRIVE can increase your service revenue with a suite of unique, profit-driven features including declined service reminders.