343 | Knowledge Base

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Implement sending a customer follow up email after each repair

Make the steps to improve your overall performance.

Why its important to implement

Helps achieve higher customer satisfaction ratings by making customers feel appreciated. Provides opportunity for customers to voice concerns that may not otherwise be identified.

IMPACT

Problem Identification

By sending out a follow email the customer may feel comfortable enough to voice any concerns or problems that had with the repair process or the repair quality that may never have been picked up if not for this follow up.

Customer Satisfaction Rating

Sending a follow up email to all customers is a good practice to help business achieve a higher customer satisfaction rating, it will help to make the customer feel like their business is appreciated and important.

Business Impact

Profit: Indirect through retention. Throughput: Minimal impact. Cycle Time: No direct impact. Idle Time: No direct impact. Customer Satisfaction: Improved through communication and problem identification.

ACTION

Customer Satisfaction

Customers respond well to good communication

Customer Satisfaction

Any problems may be exposed and then the business can address them

action steps

Create standardized email template, establish policy to send within days of return, implement strong internal enforcement warnings for non-compliance.

Follow-up Email Enforcement

Strong internal warnings if policy not followed once established

Follow-up Email Policy

A policy should be established to send this email out to all customers within a few days of the car being given back to the customer.

Follow-up Email Template

An email template should be written that is suitable for all customers.

Related tasks

Milestone:

01: Elevate Your Customer Experience

Implement sending a customer follow up email after each repair

Why its important to implement

Business Impact

action steps

Follow-up Email Enforcement

Follow-up Email Policy

Follow-up Email Template

Related tasks

Parking and exterior questions?

Reception and Office questions?

All visitors acknowledged when they enter the office even if the reception staff are busy

Customers should be offered refreshments and shown the way to the waiting area

Ensure customer is informed of Wi-Fi availability and password

Ensure all phone calls answered within 4 rings

Customer emails are attended to within 4 hours

Ensure customers are contacted at least 24 hours before the appointment to confirm vehicle drop off

At vehicle drop off the customer is given a repair completion date - they will receive - status update calls - dates updated in the BMS

Serivices - 24 hours emergency towing available

Ensure customers are made aware of any insurance gap and payment method at the time of dropping vehicle off

Explain alternative transport options for customers and display?(Bus, train, taxi, driver)

Services - Loan cars available for customers

Ensure loan cars have appropriate legal agreements in place

Ensure electronic or hardcopy "Pre-Inspection Sheets" noting any old damage completed

Customer vehicles are checked for personal valuable items before the customers leave the premises

Ensure customer drop off form completed and signed by the customer when vehicles are dropped off

BMS used to remind staff fo ensure customer follow up call made and are time-stamped along with simple notes

A clear vehicle scheduling system is in place showing all bookings - Are vehicles scheduled through the workshop prior to drop off

Vehicles are scheduled to be dropped off and delivered evenly throughout the week

Ensure production staff presentable and dressed in company uniforms

Ensure all vehicles detailed inside and out

Make sure brush touching iscompleted where required

Vehicles are quality checked and estimate tasks completed before customer contact

Make sure the work carried out is xplained to the customer

Ensure a customer complaint resolved immediately or within reasonable timeframe

Ensure there is acustomer complaint record and improvement process in place

Ensure the customer is given a vehicle hand over pack when the vehicle is handed over

Ensure all insurance gap payments paid in full and/or any private work with invoice and release forms signed at vehicle handover

When a loan car is supplied, ensure the vehicle is checked for damage and return paperwork completed

Implement sending a customer follow up email after each repair

Ensure all final invoices reviewed before submitting

Ensure there s a customer complaint record and it is analysed for improvements