Auto, Boat, Motorcycle, ATV & Recreational Vehicle Customer Satisfaction
Your company strives to distinguish itself from your competition. Whether you sell luxury boats or used cars, your customers have the awesome power to keep you in business, or not. Committing to an ongoing retention program with Telcare puts you back in the driver’s seat. Knowledge is power, and Telcare specializes in obtaining that customer satisfaction knowledge for you in a high quality, simple, but low cost way. Keeping satisfied customers in this field is critical, because if they are satisfied, they will come back, and they will refer their friends.
Just ask Steve Sternberg, an independent leasing specialist:
“Telcare makes it easy for me to impress and retain my clients. They prepare and mail innovative retention greeting cards to my clients after I close each deal. The hand-signed cards include Thank You, Thank You for the Referral, Happy Birthday to your Car, and Your Lease is Expiring Soon. I couldn’t begin to do what they do for one-third the cost and a fraction of the time.”
We’ve split most vehicle transactions into three categories, Purchase, Service and Extended Warranty Contracts. The following describes what we mean and offers you great retention ideas that get you that all important knowledge while promoting referrals and repeat business. On our Online Survey Reports site, the results of the surveys can be easily cross-tabulated by product, salesrep, store, or region to show you exactly where the improvements need to be made and which salesreps or service advisors need coaching or rewarding.
Purchase Transaction
This program for vehicle dealers suits both new and used transactions, and gives you the constant contact you need to stay in front of your customer:
- Hand-signed Thank You card upon completion of purchase with a referral reward
- Appropriately timed short telephone or mailed survey to see if their car, RV or boat purchase experience was positive along with measuring their satisfaction with the vehicle.
- Hand-signed Holiday card (Thanksgiving, Winter Holidays) just to say you appreciate them
- Hand-signed cards or letters to invite them back over the first three to four years of ownership with referral and repeat business (trade-in) rewards
Service Transaction
These transactions include single service repair visits. Because you hope that the customer will eventually return for additional services for their recreational vehicles, cars and/or boats, and even better, to refer their friends and associates, Telcare recommends the following customer satisfaction program:
- Hand-signed Thank You card upon completion of service with a referral reward
- Short telephone survey within 36 hours to see if their experience was positive
- Hand-signed Holiday card (Thanksgiving, Winter Holidays) just to say you appreciate them
- Hand-signed card or letter reminding them of your services with a repeat business or referral reward
Extended Warranty Contracts
Most of these arrangements are contractual in nature and have a specific time period element. For recreational vehicles, cars and boats, the initial contract and the expiration are the keys to the following customer satisfaction program:
- Hand-signed Thank You card upon initial contract signing with a referral reward
- Short telephone survey after first repair needed under contract to see if their initial experience was positive and uncover any problems quickly
- Hand-signed Expiration Reminder card, one month prior to expiration, inviting them back to the dealership for a trade-in reward
- Hand-signed Holiday card (Thanksgiving, Winter Holidays) just to say you appreciate them
To obtain a quote for either of these great programs, please contact Telcare today.
