How - To

摘要

To avoid service department no-shows, borrow a page from the dentist, says Denver dealer John Schenden. Two of his Pro Chrysler/Jeep employees phone customers with friendly reminders not only the day before an appointment, but also a week before, just as many dentists' offices do. "Most reminders turn into messages and that's OK," Schenden says. The point is to remind them. At Dartmouth (Mass.) Dodge, service director Cynthia Brown uses CallCommand, an automated marketing system that includes service appointment reminders. Unlike some voice-mail reminder systems that use a computer-generated voice, CallCommand records Brown's voice. Another feature permits customers to say if they can't make their appointments, urging them to reschedule. Additional insurance: An employee makes a follow-up call.