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Tracking Phone Performance & Efficiency
We’ve never had anybody who answers the phone not have the proper telephone procedures and training. The sole purpose of the phone is to set an appointment. It’s not to be used for pricing or diagnosing. No, we didn’t track lost sales per se. The only way we tracked phone performance effectiveness was we used call tracking software that would score callers on the likelihood of being open to setting an appointment by the words used by the caller. It would also score how we did on our end as well. Those score reports were as close as we got to tracking lost sales (appointments).
Due to the nature of our business (transmissions) when customers said “no” to a repair or rebuild in our shop, they would find another way to fix their problem. Usually some other shop, sometimes a used unit. “Saving” a lost job is virtually not possible. A few would abandon their vehicles. (dead jobs in the back parking lot)
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