STEP 3: RESPONSE TIMES
It goes without saying that you’re more likely to win new business and keep your customers if you answer the phone. We know that a new customer is likely to continue to ring around until they find someone who can solve their problem.
Answer as many calls as possible
Put yourself in a customer’s shoes for a moment…most people are Googling looking for a mechanic who can solve their problem. The first business that can solve their problem will usually get the job. Obviously, the more calls you can answer, the more new business you are likely to win.
Make an effort to answer as many calls as possible.
Return calls ASAP
Of course, you can’t always answer every phone call on the spot. Now that you have a voicemail setup, a prospective customer is likely to leave you a message. It’s important you return calls as soon as possible, ideally within a few minutes.
Why? If you don’t respond quickly, they’ve probably found someone else who can help them. Returning calls from new customers at the end of the day is too late. If you’re stuck in the middle of something – finish what you’re doing and return the call.
Follow up with a text
When you return a call there’s a good chance the customer does not answer – now you’re playing phone tag. At this point, the customer has moved onto something else or they’re contacting an alternate mechanic.
If you don’t get through, leave a message. Importantly follow up your call with a text message. This will get a greater cut-through than a voicemail as your competitors are unlikely to be sending them a message as well.
Try something like:
- Save your message to notes on your phone so you can easily copy and paste.
- Extend your ring tone to at least 20 secs to ensure you have time to answer your phone. Instructions can be found at your carrier’s website above.
- Use a Bluetooth headset when under cars so you don’t have to always reach for your phone.
- For mobile operators: Have a good hands-free set-up in your van so you never miss a beat.