DealersEdge Professional Forums

Does anybody have an effective letter they use for CSI follow-up if the customer cannot be contacted after x amount of time or phone calls?

If so, I wonder if you would mind shareing it?

I had concern with this a while back and wrote the following letter...

Date of Letter

Mr/Mrs. Valued Customer
12345 That Place
Anywhere, USA 12345


Dear Mr/Mrs. Customer,

I have always felt that a vehicle is only as good as the service it receives and I am disappointed that we have failed to meet your expectations during your recent visits. I would like to apologize on behalf of Our Dealership Name for the inconvenience you have experienced and assure you that your experience is a coaching opportunity I will pursue with my staff.

(I will usually insert some form of compensation or something to compel them to respond physically in the dealership in this portion of letter.)

I would like to have the opportunity to speak with you regarding your concerns, questions or suggestions so that we may prevent your experience from happening to any of our customers. I look forward to speaking with you.

Sincerely,


Your Name Here
Your Title Here
Contact info Here


Print it up on company letterhead, sign & include a business card...I have found it very effective, especially with an offer to compensate. Also, be sure to follow up on the promise of using it as a coaching opportunity. Good Luck...

[This message has been edited by Themightyant (edited 02-25-2005).]

flyboy, I just emailed you a publisher file of a post card we had made up that the writers can write a quick note of follow up on, that has preprinted verbage concering CSI survey returns, and allows them to write a quick note of thanks. The magic of the post card is, the writers use them. And it seems to generate higher survey returns. No gimicks. It works.

WRENCHBENDER-- wondering if you could e-mail me that same postcard. we are having a heck of a time getting our number of responses up. thanks
Steve