We have all heard the statistics regarding how important it is to introduce new vehicle owners to your service department and to set the first service appointment at the time of delivery. Introducing customers to the service and parts department during the delivery process is an integral element to help ensure that the customer comes back to your store for their first service. We know that if you get your customer's in for their first service, you dramatically increase the chances they will become loyal service customers and loyal service customers are much more likely to buy there next vehicle from your store.
So why do we, as an industry, generally skip this step during the delivery process?
One of the most common excuses for not introducing our new customers to service and setting the service appointment is that "we sell all our cars at night and on the weekends when service is closed".
Temecula Mazda has found a way around this obstacle. During hours when the service department is open, sales consultants introduce new customers to service advisers who invite the customer behind their desk to schedule their own first service appointment online. When vehicles are delivered after service hours, sales consultants walk customer's back to the service department and help them set up their first service appointment online. Each day when the service advisers leave, they clean up their counters and set their computers to the Temecula Mazda homepage. This way, when sales consultants invite their customers to set up their first appointment, the computer is set up and ready to go. By allowing the customer to use the service adviser's computer to set up their appointment, the customer becomes actively involved in the process and familiar with the dealer's website. This process is also a great way to capture e-mail addresses from customers for future marketing.
You can view Temecula Mazda's online form for setting up service appointments by clicking here.
