You already sold the job. They said not today.
Every shop has recommended-and-declined lines sitting in the system. Rear pads at 3mm. A weeping rack. The customer wasn't saying no forever, they were saying no on the fourth of the month. Nobody follows up, so the job goes to whoever asks next.
Why it sits there.
"We write it on the estimate."
And it stays on the estimate. Nobody is reading that paper in thirty days.
"If they wanted it they'd call."
They'll call somebody. Whether it's you depends on who reminded them.
"It feels like pressure."
A text in July saying the rear pads measured 3mm in March reads like the note they meant to keep.
The most specific message you'll ever send.
Declined items pulled automatically
From your digital inspection or estimate history, carrying the measurement and the date it was taken.
Timed to the part
Thirty, sixty, or ninety days depending on the item. Pads at 3mm aren't on the same clock as a serpentine belt.
The measurement stays in the message
"Your rear pads measured 3mm on March 14" books work. "Time for a checkup" doesn't.
The photo attached where you have one
Shops running digital inspections already took the picture. Sending it does the selling.
Stops the moment they book
Booked or declined again, the sequence ends. Nobody gets three texts about the same rack.
The first pull is usually the biggest thing in the account.
Week 1
Find the list
Most shops have two or three years of declined work sitting in the system, already sold once.
Week 2
Set the clocks
Which items, at what interval, in what words. Safety items and wear items get different timing.
Ongoing
Send and attribute
Jobs that come back are reported in your monthly briefing, with the original decline date.
What shop owners ask about this one.
Will this annoy people?
It names their car, their measurement, and their date, and the customer can tell it was written for them.
What if the inspection photos are old?
Send them anyway. The date is part of the argument, and a picture of a worn pad ages well.
Does this work if we don't do digital inspections?
Yes, off the declined lines in the estimate. It works better with photos, which is its own argument for running DVIs.
Other ways to keep the customer
- Review Generation A steady drip of Google reviews, asked for automatically.
- Reputation Management Every review answered. The one-stars handled first.
- Service Reminders Email and text timed to each car's mileage and service interval.
- Direct Mail New-mover and lapsed-customer drops, tracked by phone number.
- All services The full menu, grouped by what it does for car count.
In twenty minutes, you'll know where your car count is going.
Bring your last month of ad spend and your car count. We'll tell you what we'd change first, whether you hire us or not.
Got it. We'll call you.
Expect a call from us within one business day, at the time you picked. Have last month’s ad spend and car count handy.
Got it.
Your request came through, but part of our system didn't confirm it. If you haven't heard from us by the end of the next business day, call us at (704) 727-8220.
That didn't go through.
Something on our end failed and your request wasn't saved. Call us at (704) 727-8220.
Check the highlighted fields and try again.
That's a lot of requests from one place. Give it a few minutes, or call us at (704) 727-8220.
We couldn't confirm this came from a person. Try again, or call us at (704) 727-8220.