Use Declined Jobs to Follow Up with Motorists

All POS systems allow to mark jobs as declined by the motorist during the Estimate Authorization so that reminders can be sent out later, including these declined jobs.

  • Reminders to the motorist include vehicle specific recommendations, which have been brought to the Motorist’s attention before the reminder is sent
    • during the last visit at estimate authorization
    • at vehicle pick-up
    • during a follow up call
  • Motorists are more likely to be engaged in opening the reminder email and making an appointment
  • Service Advisors can go full circle in the engagement with the motorist during and after the previous visit and prepare the next visit
  • Declined Jobs are by far the best way of educating the Motorist with personalized and vehicle specific recommendations and be able to answer the two single most asked questions
    • “Why should I do this now?”
    • “What happens if I don’t do it?”
  • Combined with additional educational videos and inspection images of the vehicle at the last visit, the service advisor can use a highly effective tool for guiding the motorist to make the best decision

  • Depending on the POS used, declined jobs have to be manually added/removed, which is minimal effort.
  • Motorists receive Follow Up Calls by the service advisor, which make the vehicle specific recommendations and recalls the center of the conversations. The call campaign page in AutoVitals helps organizing this call, provide the declined jobs as a list and allow to track next actions, e.g., if only a voice mail could be left. follow up calls

    • All customers are in a specific segment (depending on where their vehicles in the maintenance cycle)
      • A: Customer, who are due or overdue for their preventive maintenance
      • B: Customers, who just came in for service or repair. Follow up calls can be tailored to how long the visits has been ago.
      • 1: yellow highlighted dates are already scheduled appointments, which still need to be confirmed.
      • 2: red highlighted dates are due dates w/o appointment.
      • 3: the number of recommended services/declined jobs is shown to prioritize the phone calls
    • Clicking on the Follow Up button makes it possible have all necessary info available and to capture all action during the phone call declined jobs and recommendation at follow up
  • The more concrete the better the chance for an appointment to take care of the declined jobs
  • If the reminder is the last event of a series of reinforcement of the same message, the motorist is more open to make a decision.
  • Service Advisors or a hired member of the staff (never outsource this trusted conversation) have the opportunity to reinforce the same message as told at Vehicle Pick-Up
  • Service Advisors will build more trust in their ability to educate the motorist
  • Service Advisors should request form the techs to take images during the digital inspections, so they show up in the thank you email (see below) and the service advisor can use educational videos on the website to help educating the motorist

vehicle health summary

The critical success factors for an effective retention process are:

  • Educate the motorist about the need for the proposed service recommendation
  • Personalize the motorist’s experience to increase the trust in the recommendations
  • Reinforced at the right time (it has been a while since the last touchpoint) the necessity to take care of the declined jobs might just be the last nudge to score an appointment

Our Recommendation:

There is no better way to engage the motorist than with vehicle specific and personalized recommendations. Since a significant majority of PoS software systems support declined jobs, the use of Declined Jobs is highly recommended.

 

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