Manager Forum

Ive been seeing a lot or email and postcards being sent out that should not have been. Like say a vehicle was in in November at 140,496 miles then in January they send a reminder for 141k service? Its kinda of embarrassing really. Ive noticed a lot of these lately. I looked at mileage changes etc but the ones that get me are the ones that were within a thousand miles and only 2-3 months. 6 months is understandable at least in my opinion.

I have sent info using the feedback button. Id call my crm rep but my old one is no longer around and honestly I do not have confidence in my new one as she has said she would call me about other things at certain times and not called when she said she would. Im a man of my word if I say I will do something I do it and not a day later but when I sad I would.

Apologies Brian, we will be in touch.

Its all good Tim stuff happens.

Brian, the agent called for you at your shop and Kathy let them know you would be out for a few hours; left number for a call back. Also sent you an email that stated they saw you had some questions and we were reaching out to you.

Ive been out but did just email back. I am in and out a lot. That's why it was frustrating when she gave me a time frame to call back last time I set aside the time then she never called.

Understood, keep me posted that you are getting squared away.

Will do she is going to call me after 2 pm tomorrow. I was also wondering about the crm sure critic reviews. I was wondering why they would call the same person so soon after they have already given a review. Id think once one customer has given one they would be exempt or at least for a given period of time like a year? I had one guy get called like twice or three times in a few months.

It was my understanding that an effort is made during those select calls to collect the customer's email address; then they wouldn't need to be called again.

The customer in question has an email on file and was contacted 5 times for reviews in 2014.

Update on this. I guess there system is operating like its intended. Hmmm

We dropped it for reasons such as this. Even had experiences where a customer, which I already had scheduled, would get an update reminder for repair work needed, and included the wording I used in my schedule. Meaning the "notes" section on my schedule and the email reminder were worded the same

The Shop Notes are only on the email the shop receives - specifically the Appointment Confirmation and Appointment Rescheduled request emails. The Shop Notes are not on email to Consumer.