A Reminder to Improve Customer Communication – UnderhoodService

A Reminder to Improve Customer Communication

Do you send reminder cards to your customers to let them know when it’s time to have regularly scheduled maintenance performed on their vehicles? Do you send them birthday or Valentine’s Day cards? Do you send them a note to remind them that their driver’s license will be expiring? When they are in for service, do you take the time to explain the services you have performed and prepare them for future service needs?

You have the opportunity to know a lot of information about your customers. Are you taking full advantage of it? Let me tell you that your local Chevy, Pontiac, Buick, Cadillac, Hummer and Saab dealers will be taking advantage of their unique connection with their new car customers – namely OnStar.

There are approximately two million GM vehicles that can receive a free diagnostic check via the OnStar communication system. OnStar will perform a system self-check to make sure it is working properly, as well as check the anti-lock brakes, engine, transmission and airbags. The real tool for the dealership service manager is that the system will send participating OnStar subscribers an email each month summarizing the results of the diagnostic check. And at the bottom of that email is the name and address of the dealership where any required service can be conducted.

GM expects 75 percent of all eligible OnStar subscribers will choose to receive the new email service. While there are about four million OnStar subscribers today, the 2003 and earlier model-year vehicles have an analog communication system and are unable to support this new diagnostic function. Beginning in March 2004, a new dual-mode, analog/digital system was installed and is used on all subsequent vehicles.

So now we basically have vehicles that are communicating with the owner, and with a simple push of the blue OnStar button, the driver can be speaking with a service technician. Your job just got a lot more difficult.

Are you taking full advantage of every opportunity to communicate with your customers? Do they know you can diagnose that MIL? Are they aware of all the services you can provide? Do they prefer an email reminder versus a postcard?

Today you compete against the blue-button, yesterday it was the $9.99 LOF and tomorrow it will be something else. Keep asking your customers what they want, listen to the answer and execute.

You May Also Like

Putting Yourself First For Safety

Shop safety policies and procedures are only as good as those following them. Make sure you’re watching out for you!

I once worked with a Romanian technician named Alex. He was a tiny guy who chain-smoked. His greatest fear was not a totalitarian dictator. It was fire and falling cars. 

Back in those days, we used drop lights with incandescent bulbs. This was long before LEDs and rechargeable batteries. The bulbs would typically stop working when they were lightly jostled. If they were dropped, the glass bulb would shatter.

It Ain’t Bragging If You Can Back It Up

For the great work they do, shop owners like Harrison Keyes talk less about “me” and more about “us.”

Why Is NHTSA Involved With RTR?

A closer look into NHTSA’s involvement with RTR.

Do OEM Service Bays Offer Opposition or opportunity?

With great power, of course, comes great responsibility.

How Effective Are Non-Competes

NCAs restrict workers, hinder innovation, and impact employment options.

Other Posts

How Effective Are Non-Competes?

NCAs restrict workers, hinder innovation, and impact employment options.

Is Your Shop Being Robbed Right Now?

How prepared are you for the bad guys?

Road Usage Taxes and Right To Repair

The federal gas tax has been around since 1932, and some state fuel taxes even longer.

Coffee, Cars and Casual Conversations

We are looking for professionals to share their knowledge and passion with the industry.