Do you contact customers?

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RiverCityAutoSpa

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Business has been going pretty well and I always try to save the customers name, vehicle, and number in my phone. I have a good amount of returns customers or frequent customers. My question is do you ever contact your older customers you haven’t heard from? Example- guy with Silverado was frequent 2x a month now I haven’t heard from him for a month. Do you contact them? I was thinking of just saying something like hello this is Ken from ... it’s been a while since you’ve had your vehicle in, I was wondering if you would be interested in a detail this week? Something along those lines.

I talked to a local company here he told me he doesn’t wait for the customer he calls them and tells them what’s up. He stays pretty busy.


Thanks for your input!!!!
 
I totally contact previous customers.. I don't detail full time, so whenever I feel a burning desire to do a detail, or I feel like a customers vehicle is due for maintenance I don't hesitate to reach out. It keeps me busy + earns me extra money when I'm not busy.

I usually get positive a reception.

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I send out occasional emails instead of dialing for dollars.
 
ChrisT said:
I send out occasional emails instead of dialing for dollars.
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IMO email is so impersonal.
Text starts an instant communication if you send it out with positive vibes... Better yet, put a smile on your face and dial their # and speak to them.
 
I agree if you send cookie-cutter, impersonally composed emails. Many, myself included, find texts to be intrusive for this type of contact.
 
I use Zoho CRM which is both web based and mobile app based. You can enter in all your customer contact info, upload attachments (i.e. scanned VIF, quotes/estimates, receipts). You can also schedule events. So I create an event for the actual detail, then I create an event in the future with a email reminder to notify me to call the person in six months or whatever.

I just got a reminder to contact a client and need to do that... And I keep getting reminders until I do. For that, I'd use text or phone call. "Hey Joe, you asked me to give you a call in 6 months and..." It's much per personal as Eldo2k states.

Emails are good for monthly news letters and such, which is also a good idea to do.
 
Thanks for the input. I decided to text 5 people hey lalala would you like your vehicle detailed in the near future. 3/5 said yes, 1 said he won’t be using me again lol my fault on that one and the other hasn’t responded so it has gone well. I guess it’s easier to maintain a constant schedule if you give friendly reminders.
 
RiverCityAutoSpa said:
Thanks for the input. I decided to text 5 people hey lalala would you like your vehicle detailed in the near future. 3/5 said yes, 1 said he won’t be using me again lol my fault on that one and the other hasn’t responded so it has gone well. I guess it’s easier to maintain a constant schedule if you give friendly reminders.
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Absolutely... if you have availability in your schedule, reach out to existing customers rather than trying to find new ones. It is often cheaper and easier.

A phone call goes a long way... even if it is as simple as "Hey Mark, this is Zach from The Detail Shop. Just wanted to say hi and see how your corvette was doing. We had a great time working on it in the shop, and anytime you need to have it cleaned up, please don't hesitate to ask. We even have some openings this week if you need it cleaned up immediately."

At the very least, this keeps you fresh in their mind for when they need work done. It also shows them that you care enough to remember them, remember their car, etc. It is just good customer service :)
 
I'm in sales. If you are willing to pick up the phone and call people, you will make more sales. Your "pitch" isn't that important. I've made sales when I wasn't at the top of my game because my timing was good. I've been brilliant and not made the sale because my timing was bad. But if you never make a call, your timing will never be right. I like Zach's approach. Just talk to people, they know why you're calling.

If you are scared to death of making phone calls, and some people are, e-mail at least reminds them you exist, and anyway, some people prefer e-mails to phone calls.
 
I stay busy everyday I don't contact customers but those that need to sounds like a good idea.
 
I absolutelly despise doing cold calls. I am about to shut down for winter, but this spring I think I will do an email campaign with existing clients. Might help start the season with more details than usual.
 
Calendyr said:
I absolutelly despise doing cold calls. I am about to shut down for winter, but this spring I think I will do an email campaign with existing clients. Might help start the season with more details than usual.
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Why do you dislike it so much? Or what's so wrong with it, in your opinion?
 
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