Bringing Back Lost Customers

Bringing Back Lost Customers

Every year, auto repair shops lose over 20 percent of customers for various reasons, and most shops have no idea a customer is gone until it’s too late.

The longer a consumer stays away from your shop, the less likely it is that they will ever be back. That’s because in today’s hyper-competitive marketplace, drivers are bombarded with auto service offers. Every month, consumers get multiple promotions from OE dealerships, quick lubes, and other independent service dealers.

The good news is that you have pre-existing relationships with your consumers based on their previous visits. To leverage this advantage you just have to stay in touch and remind them that you’re there when they need you.

For shops using the SocialCRM shop marketing service, there’s more good news. This month, SocialCRM will begin sending “Lost Customer” promotion emails to any consumers that have been away from your shop for more than 12 months. You can modify the number of months that you consider a customer as “Lost.”

The email includes an appointment request button and links to their vehicle’s service history. And because one of the biggest reasons for lost customers is perceived indifference by the business, you may also consider offering a coupon with a discount to let them know they’re appreciated. It’s time to reach out those lost customers and make it easy for them to find their way back to your shop.

Below is a sample of the new Lost Customer email. You can give your SocialCRM support agent call for more details.


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About the Author

Brian Warfield

Brian Warfield is a Senior Product Manager for the Mitchell 1 SocialCRM product line. He has been in the automotive software business for over 20 years and has earned a degree in Marketing from the University of Cincinnati Business College.