Fixed Ops Magazine - 2023 Vol20 01 - 52

HOW TO SET THE NEXT APPOINTMENT
FOR OPTIMUM LOYALTY
When implementing a new process, not only do you
need to train your staff, you also must train the customer.
Here are some important tips and a good process
for setting the next appointment. The key is that
this MUST be done prior to cashing out the customer.
Once cashiered, all business transactions are done!
INITIATE THE CONVERSATION.
" Hi Mr. Jones. Before we close you out, we need to set
your next appointment. "
BE MINDFUL OF THE CUSTOMER'S TENDENCIES
AND SCHEDULE.
Check vehicle history. You'll see a rhythm on visits. Set
the next appointment accordingly. Don't forget about
holidays and vacations that may be coming up. Customers
tend to wait until the last minute. Be proactive
and schedule them before these events so there's time
to get the work done.
OFFER THEM THE BEST APPOINTMENT TIME.
What days are slowest for your shop? Offer the customer
appointments on your slower days of the week.
Guide them where you want them to go. Don't ask an
open-ended question like, " When do you want to come
back? " Rather give them a specific choice, " Would
Tuesday or Thursday work better for you? "
BE TIME SPECIFIC.
If you ask what time they would like, you've surrendered
control. Remember, you're inviting them into
your home. Also, this appointment time is getting the
car in line not when the tech starts on it. Be sure to
explain that so your customers understand from the
beginning.
PRESENT A MENU FOR THE NEXT APPOINTMENT.
Explain how much the " investment " will be (notice I
didn't say cost). This gives the customer months to
save money and time.
SET EXPECTATIONS FOR LENGTH OF SERVICE.
Establish the length of time needed, thus giving your
advisors time to sell. Depending on the visit, I will start
at 5 p.m. and let the customer work me backwards.
INTRODUCE RETENTION PROGRAMS THEY
QUALIFY FOR.
If you offer a complimentary protection plan or roadside
assistance, this is the perfect time to present
them. If you don't have one, go find one! I can't think of
anything better than being able to tell your customers
you stand behind the service you just performed and
the products you just used.
CONCLUDE THE CONVERSATION AND SEND THEM
ON THEIR WAY.
Finally, call up the vehicle, escort the customer to the
cashier and go over the repair order again. And do it
in that order!
KEY TAKEAWAYS
Now I've often said, there are four boxes to check prior
to pulling the trigger on a new program. It must:
* Benefit the customer
* Be profitable for the store
* Be advantageous to technicians
* Be advantageous to advisors
If the program meets these criteria, then it's a no
brainer. Try the program for 90 days. If it doesn't work,
tweak it, or toss it. You'll never know unless you try.
Now go build your loyal customer base!
Mike Bauer (Mikey B)
has trained thousands
of BG Reps and Service
Advisors
around
the
world. His training has
been a major factor in
service sales for dealerships,
independent
shops, and franchises.
52
Fixed Ops Magazine - 2023 Vol20 01

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