Here’s how the Parts Manager of Nissan of Columbus uses SimpleTexting for seamless customer communication.
Service departments are busy enough that they can’t afford to waste time on ineffective communication tactics that leave customers unhappy and put staff behind schedule.
At the same time, you need to keep clients informed. So, does this leave you stuck between a rock and a hard place?
According to Todd Spangler, Parts Manager at Nissan of Columbus and Columbus Mitsubishi North in Ohio, the answer is straightforward.
“People prefer receiving updates by text message because it’s fast, they can go back and review, and they can also ask any questions and start a conversation.”
Here’s how the Parts Manager uses SimpleTexting for seamless customer communication.
With a team of nearly ten people and two locations to manage, the two things that mattered to Todd when choosing a business texting service were price and ease-of-use.
“It’s very reasonably priced and easy to use. We were able to get up-and-running quickly.”
The process is simple: when a customer drops off their vehicle for repairs, they are asked for their mobile phone number. Todd or a colleague then uses SimpleTexting to notify the customer when their car parts are ready to be picked up.
It’s very reasonably priced and easy to use. We were able to get up-and-running quickly.
Using a generic message, they can notify multiple customers at once, saving time in the process. The dealership offers online service scheduling, so Todd includes a link to that as well.
The results have been overwhelmingly positive.
Customers appreciate the timely and convenient notifications, allowing them to plan their day around picking up their parts. They also appreciate the ability to ask questions.
“Someone responded and asked if it was an automated service. When we responded they were really appreciative that there was someone on the other end that could answer their questions.”
Todd notes that customers often cite that the text notifications make them feel more informed and connected to the service process, leading to a sense of trust and confidence in the dealership. They also find them much more convenient than phone calls.
“They can look back at the text and remember they have a part to pick up.”
Todd has this message for other service departments considering text notifications: “It’s easy and saves you a lot of time.”
It’s easy and saves you a lot of time.
If you’re a car dealership looking to make communication more efficient, why not start with our 14-day free trial? You can also check out this guide to SMS marketing for dealerships if you want to learn more.
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