Appointment booking: Keep it simple

Workshop no-shows are always a bugbear, but today there is a way to reduce them.

83% of consumers say they'd be likely to look online for vehicle service and repair information*.

In the Age of the Customer, every car owner has plenty of options. So make sure that booking service with you is as fast and easy as making a restaurant reservation or buying a book from Amazon.

A good way to start is to offer a booking service on your company website. For your customers, it means they can reserve their slot easily any time it suits them. For you, it means your shop can take fresh bookings day and night.

Automated emails will confirm the appointment, and then the customer can simply show up at the time they’ve chosen. Faster for everyone and no fuss at all.

For customers who prefer to book over the phone, use call scripts to make sure each enquiry is handled in a consistent and professional way.

Workshop no-shows are always a bugbear, but today there is a way to reduce them: schedule an SMS reminder to the customer the day before. Or set a CRM follow up for yourself, so you can call and confirm the appointment.





Read more aftersales insights   Learn more about Service Online (SOL)

*C&R Research, April 2013

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