Retention is a follow-up problem
Most customers who don’t come back weren’t unhappy. Nobody stayed in touch. The salesperson moved on to new ups, the service drive got busy, and the customer drifted to a quick-lube shop or another dealership.
Customer retention is mostly about doing the follow-up consistently. That’s the part Call Contact Confirm handles.
What we do
After the sale, we call to make sure the customer is happy with the vehicle, answer questions about features or paperwork, and schedule the first service visit.
After service, we check that the repair was done right and the experience was good, and set the next appointment.
When something went wrong, we document it and get it to the right manager the same day, so the store can fix it before it turns into a negative survey or review.
When things went right, we invite the customer to leave a review.
Why bilingual follow-up matters
A Spanish-speaking customer who had a problem is much more likely to share it, and much more likely to stay, when someone calls and speaks with them in Spanish. That’s built into everything we do.
Connected to your CRM
Every call and outcome is logged, so managers can see trends, spot problems early and know which customers are ready for their next vehicle. See equity mining for turning those customers into sales opportunities.
Contact us to set up a retention program for your store.