Why its important to implement
Systematic follow-up ensures customer satisfaction and captures feedback for improvement. BMS prevents missed customers. Time-stamped records provide evidence and enable analysis. OEM certification requirement.
Follow-up OEM Certification
Additionally some OEM's require and test this process for the shop to pass audit for certification
Customer Satisfaction Monitoring
All customers should receive a follow up call to make sure the customer is happy and learn of any complaints so they can be rectified and keep a high level of customer satisfaction
Systematic Follow-up Management
A BMS will allow the administration staff to set a reminder date for when to follow up on each customer, this will stop anyone being missed
Follow-up Customer Satisfaction Impact
These small details will help to improve customer satisfaction and the business' NPS
Documentation and Evidence
This call should be date and time stamped as well as have a section for writing comments and actions from the conversation this will provide evidence the call was completed and to make sure the system is collating all feedback for later analysis
Business Impact
Builds customer satisfaction, business reputation, and enables continuous improvement. Increases retention and referrals. Without proper systems, administrative efficiency suffers and improvement opportunities are lost.
Productivity
If the business does not set and record follow up calls with customers and measure its performance on this KPI the business never be able to learn where it needs to improve from a customer perspective
Customer satisfaction
Calling the customer after the repair process can build rapport and builds the business' professional image. Additionally calling customers and getting feedback will allow the business to continually improve
Additional Administration Work
If a BMS is not used administration staff will use manual systems for managing follow up calls or not keep records
Overall Business Impact
Systematic follow-up calls using BMS create measurable improvements in customer satisfaction, business reputation, and operational efficiency. Regular customer feedback enables continuous improvement and stronger relationships, leading to increased retention and referrals. Without proper systems, administrative efficiency suffers and valuable improvement opportunities are lost. This process is also essential for OEM certification compliance and demonstrates professional commitment to customer service excellence
action steps
Invest in BMS software. Set follow-up reminders with scripts. Implement time-stamped documentation. Use existing software features or implement immediately. Regular compliance monitoring.
Performance Monitoring and Enforcement
Regularly check that this is being carried out for every job, strong internal warnings if policy not followed once established
Technology and Systems Implementation
If it has the software but does not use it to set reminders for follow up calls then this must be implemented as soon as possible
Technology and Systems Implementation
If the business does not have a BMS it should invest in this software. Use the BMS to schedule a reminder for when the customer should receive an follow up call and implement process that staff make these calls and have a script to follow when calling
Related tasks
Milestone:
01: Elevate Your Customer Experience