After 90 Days Schedule

[CFrentzen]

Hey everybody!

We're currently working on a post-90 day followup schedule to implement and tweak in 4 of our dealerships. We do follow up currently beyond 90 days, but it's too loose for our tastes.

I'm curious to know if anyone has a general understanding of how customers tend to appreciate being contacted after 90 days of less and less contact with the dealership.

My assumptions going into this is based on only my experience and how I'd like to be treated. I'm thinking almost completely email only correspondence, perhaps once a month to relate relevant rebate/sales information pertaining to what we know they were interested during the time of two way communication. Does anyone include phone calls in their process?

As always any opinions / thoughts / concerns are welcome

 

[Jerry Thibeau]

Do you have a monthly newsletter? They should get that. IMN or Constant Contact are two good places to start.

As far as a phone call, we'll hopefully a salesperson has spoken with the customer at some point in the previous 90 days. Any time a phone call ends without an appointment, the salesperson should be inquiring as to when the next follow-up should happen and then scheduling the appropriate contact date in the CRM. Just building a random follow-up process after 90 days equals: READY- FIRE - AIM!

That make sense?

 

[CFrentzen]

Do you have a monthly newsletter? They should get that. IMN or Constant Contact are two good places to start.

As far as a phone call, we'll hopefully a salesperson has spoken with the customer at some point in the previous 90 days. Any time a phone call ends without an appointment, the salesperson should be inquiring as to when the next follow-up should happen and then scheduling the appropriate contact date in the CRM. Just building a random follow-up process after 90 days equals: READY- FIRE - AIM!

That make sense?

Very true, and I agree with everything you're sayin' Jerry. It's more of an extension of the followup process, opposed to a "new" one that's entered after the 90 day mark.

Phone calls do occur during the first 90 days (naturally), but I wonder if phone calls should become almost non-existent after a certain period of time, unless the customer responds? (It's a fine line between communicating relevant and wanted information to someone and wholly pissing them off...the best way to avoid crossing it is to get as many perspectives as possible, IMO.)