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Scheduling the Next Appointment (Sample from Premium Area)
Appointment reminder card when completing an RO:
-To select a date, check the calendar and select a day that is the same day of the week that the car was brought in this time.
-Write the date on the appointment reminder card.
-Attach the card to the invoice.
When the customer arrives to pick up their car:
-Inform them you have reserved a date on our schedule for their next appointment.
-Tell them that we will call them the week before to confirm the appointment and that we can change it at that time if needed.
-Ask them if that date is OK with them.
-If yes, hand them the appointment reminder card.
-Mention that the sticker on the card can be peeled off and placed on a calendar.
-If no, ask which day/date would be best.
-Write that date on a new appointment card and hand it to them.
-Ask them if they would like to do any of the recommendations that are listed on the RO from today at that time.
Shop appointment schedule:
-Enter the appointment information on our schedule and note that it is a pre-scheduled appointment (but do not create an estimate/RO at this time).
Calling before appointment:
-Every Monday, check the following week’s schedule for appointments noted as pre-scheduled.
-Call the customer and if they answer the phone, say something like this:
“This is ________ from __________. I am calling to remind you of your appointment on _______________. Will this still work for you?”
-If yes, turn the appointment into an estimate and review with them what services will be performed as you would with any other appointment. Ask them if any new issues have arisen since their last visit.
-If no, ask what date would work best for them, and then complete the appointment process.
-If you get voice mail, say something like this:
“This is ________ from __________. I am calling to remind you of your appointment on _______________. If this date does not work for you for some reason, please let us know so that we can change it for you. You can contact us by calling __________, or email us through our website at __________ .We are looking forward to seeing you soon. Thanks!”
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