Mitchell 1 has enhanced its SocialCRM shop marketing service by adding a new feature that gives automotive repair shops the ability to recover “lost customers” by automatically sending promotion emails to any consumers that have been away from their shop for more than 12 months.
“Every year, repair shops lose over 20 percent of customers for various reasons, and most shops have no idea a customer is gone until it’s too late. The longer they stay away, the less likely it is that they will ever be back,” said Brian Warfield, senior product manager, Mitchell 1. “The good news is that shops have pre-existing relationships with their customers based on previous visits. To leverage this advantage, the new SocialCRM ‘lost customer’ email feature helps shops stay in touch with customers and reminds them to bring their vehicle back when they need service.”
Shops can modify the setting for the number of months that they consider a customer as “lost.” The email includes an appointment request button and a link to the customer’s vehicle service history. According to Mitchell 1, perceived indifference by the business is one of the leading reasons shops lose customers. To counter this, shop owners using the new SocialCRM “lost customer” feature have the option to offer a coupon with a discount to let customers know they are appreciated.
The “lost customer” email is the latest addition to the SocialCRM library of automated “smart emails” included with the SocialCRM service at no additional cost. Other smart emails include customer welcomes, thank yous, service reminders, timing belt reminders, state inspection reminder, recommendations and review invitation emails.
