Post repair followup

[Brent Deines]

How many of you send out a post repair followup post card, brochure, e-mail, etc.?

How about a followup call?

What have you found to be the most effective means of post repair followup?

[ChipMaster52]

Brent,
I am glad you asked this question. When I started I never thought of doing this. But I bought one of the marketing systems out there. This is one of his suggestions.
I tried it after that and I have been getting several referrals from the ones that I send Thank You notes. Where before I might get a referral or I might not.
Thank You notes, letters, emails or however you decide to say Thank You will definitely help your business and also shows your customers they are very important to you.
ChipMaster52

[Brent Deines]

I agree with you. A followup tells your happy customer that you are focused on customer service and gives you the chance to make things right with an unhappy customer. A lot of technicians think their customers are all happy because they don't hear from them, but people are sometimes too busy to bother with you when they are unhappy and will instead just go to someone else the next time around. Followups are a great way to improve the quality of your service as well as to bring in extra referrals as you mentioned.

[candyman]

I started sending Thank You letter's from day one, with a few business cards in each. I have more than 52% referal & repeat business as a result. I don't have my log with me, but I keep track of this data. I need to concentrate on generating more fleet accounts, regardless of size to build this into a full time business. I've always believed that a good mix makes you more recession proof or trend survivor. Have a good week.

[WindshieldScott]

We've been toying with this idea. Has anyone figured if a Post Card or an actual Letter makes any difference?

[mend master]

Anything you send will be more than 99.5% of what anyone else does. If you follow up with your customers, you will be in the .5 percentile. It is business 101, but is rarely done on the independent side of this industry. A postcard is inexpensive and the postage is less. You don't have to put the Gettysburg Address on it. Thank them for choosing you and your business, what a pleasure it was meeting them (even if it wasn't). A good hook is to tell them to hold onto this card for a 10% discount on any future repair or service. Also ask for referrals after the repair, and on your postcard. You can say something like, "If you were happy with my work, please tell a friend! If they mention your name, we will extend a 10% courtesy discount just because you sent them!" Short, sweet, upbeat. We sent hundreds of them when I was in the tire and service business.
Adds another level of professionalism and will bring you some business if you do it consistently.

[sunshine wr]

What if you get their email address and sent the thank you via an email ?

[mend master]

Email is better than nothing, but a card shows extra effort that just isn't done very much anymore, which is precisely why it will make you stand out, and put you head and shoulders above your "competition".

[WindshieldScott]

Email is better than nothing, but a card shows extra effort that just isn't done very much anymore, which is precisely why it will make you stand out, and put you head and shoulders above your "competition".

Well, I am definitely trying to be in the top .5% ! We'll get them ordered on Monday.

I like the idea of having the discount and asking for referrals, but I've been finding it more effective to have them fill out a referral form right when they see how awesome their windshield turns out. Seems to have them in a good state.

[bill lambeth]

What do you do with the referral form ?Is this your way of getting all their contact information.
I have stickers like the oil change people use with my info that I put on the passenger side.