The four rules1. Name the store and the car in the first sentence. 2. One reason for the call. 3. Offer a specific time, not "whenever." 4. Confirm and say what happens next.
1. Service due
"Hi, is this Dana? This is Alex from Horizon Motors service. I'm calling about your 2020 Camry. Our records show it's coming up on the 60,000-mile service. Do mornings or afternoons work better for you?"
"I have Wednesday at 9 or Thursday at 7:30. Would you like to wait for it, or drop it off?"
"You're all set for Wednesday at 9, waiting. You'll get a reminder the day before. Anything else you've noticed with the car I should note for the advisor?"
"Hi Dana, Alex from Horizon Motors service about your Camry. It's coming up on its 60,000-mile service. Call or text us back at this number and we'll find a time that works. Thanks!"
2. Declined work
"Hi Sam, it's Alex from Horizon Motors service. When your F-150 was in last week, the technician noted the front brakes were getting low. I wanted to check in before it turns into rotors. Would you like to get that booked while I have you?"
If they hesitate: "No pressure. I just don't want it to get more expensive for you. Would it help if I sent you the photo the technician took?"
3. Recall part arrived
"Hi Jordan, Alex from Horizon Motors. Good news: the part for the open recall on your 2021 Explorer just came in. The repair is free and takes about two hours. I can do Monday at 7:30 or Tuesday at noon. Which is better?"
4. Warranty ending
"Hi Pat, Alex from Horizon Motors. Your RAV4's factory warranty ends next month, so I wanted to give you a heads-up. A lot of owners like to bring the car in for a once-over while anything we find is still covered. Want me to set that up?"
"Would you also like someone from our finance office to call you about extended coverage options, or are you all set?"
5. Missed appointment
"Hi Chris, Alex from Horizon Motors service. We had you down for 10 this morning for your oil change and wanted to make sure everything's okay. Want me to find you a new time? I have tomorrow at 8 or 2."
Calling customers the right way
- Call customers who agreed to hear from you, within reasonable hours.
- Honor every "please don't call me" right away.
- Automated and AI calls have extra rules under federal law and many state laws. Check yours with your own counsel.
Making every call, every day
The scripts are the easy part. Making the calls every day, while advisors are on the drive, is the hard part. CarGents makes service-due, declined-work, recall, warranty and missed-appointment calls for you, books the appointment and puts every call on your dashboard. Hear a recorded service-due call on the home page.