Meet Your Support Agent: Jonathan Sellers (Part 2)
The “Meet Your Support Agent” feature provides an inside look at the SocialCRM auto shop marketing service from the support agent’s perspective. In an interview format, they share expertise, insights and best practices to help your auto repair shop use digital marketing & social media strategies to gain competitive advantage in your industry, the aftermarket automotive repair business. This time we had the opportunity to sit down with Jonathan Sellers to discuss how to make recommendations work for you. Here is the second part of our conversation.
So what feature of the SocialCRM program do you feel customers underutilize and should use more?
I’d definitely say recommendations. Some shops will tell the customer the recommended services they suggest by either verbally telling the customer or writing them on the invoice. This might work for some of their customers, but most people get inundated with everyday life and either never look at the paper or completely forget about the suggestions.
However, getting a reminder recommendation email when that service comes due later down the line helps the customer. It not only reminds them, but these emailed recommendations make it easy and convenient for the customer to make an appointment. This can actually contribute to showing the customer great customer service, giving the shop owner an advantage above the competition.
How is it working for shops? Are your shop owners seeing their customers return after the recommendations have been shared with them?
Yes! Shops that take the time to explain recommendations and send out recommendation reminders are seeing their customers return more frequently. Response rates are higher, and there are usually fewer complaints. The shop owners who use recommendation reminders are usually happy with the program overall and are seeing a greater benefit from our SocialCRM program.
To add to that, I would say in SocialCRM there are a lot of little things that are important. I can’t say there is one magic bullet that will make everything shops do go well. But if the shop is responding to reviews, entering recommendations, working with their support agent to change up their coupons seasonally, and doing all of the little things we are suggesting, all of that adds up to success.
Where do your customers get the recommendations from the SocialCRM program?
There is a specific email the customer gets just for shop recommendations. The shops recommendations are also added to OEM Service Reminders.
If you would like more information or have questions about recommendations please contact your support agent.
“Recommendations” For Getting Out Of The Oil Change Business