About Us
Since 1994 Abbott Follow Up has handled customer satisfaction follow up calls for many dealerships. Here's how we can fill a niche in your customer service program and help you build long-term customer relationships:
- Our customer service program offers you a team of trained telephone representative who speak directly with each of your customers. We continuously achieve an 70% or better contact rate.
- While assessing each customer's experience, we will also educate your customer on the importance and timing of the manufacturer survey.
- You will receive immediate notification regarding customer concerns, so you and/or your staff can deal with the problems immediately.
- You will receive weekly and month-end reports regarding the overall perception of your customer service, statistics on your customers, and reports on the effectiveness of your staff. This includes log sheets with all customer comments documented, and an analysis of department trends.
- Calls are continuously made, there is no interruption for vacation, sick time or employee turnover.
- As an independent customer service evaluation company we obtain valuable, unbiased and objective information about your sales and service related departments and employees.
- Our programs are tailored to meet the needs of YOUR business. Any part of our programs can be modified to meet your business goals. You have complete flexibility regarding scripts, questions asked and reports.
- We do not charge a monthly retainer fee, there are no set-up fees and no contracts. We bill at the end of each month
SERVICES
SALES / SERVICE FOLLOW UP CALLS
It has always been our belief that Customer Satisfaction Follow Up Calls are a large contribution in building a long-term relationship between the dealer and the customer. While assessing the quality of the customer's visit, we will also educate your customer on the importance of the manufacturer survey.
TRAFFIC / PROSPECTIVE CUSTOMER CALLS
Customers who walk out of your showroom to visit other dealerships are normally considered a "lost" sale. We will call the customer to find out if he/she purchased elsewhere, why he/she left your dealership without purchasing, and assess his/her experience in your dealership. We will report our findings immediately so your sales staff has an opportunity to save the sale.
COLLISION CENTER / BODY SHOP FOLLOW UP CALLS
Even though there is no manufacturer survey associated with body shop work, it is important to know the quality of service your employees give your customers. Your reputation depends on what your customers tell their friends and associates about the service he/she recieved. Let us find out first, so you can spot trends before they become a problem.
INACTIVE CUSTOMER CALLS
Do you want to know why your customers are not returning to your dealership? A quick call and an incentive will bring them back! We will call your customers who have not been in to your dealership for six months or longer to see if we can generate a sales lead or schedule a service visit.
PARTS REMINDER CALLS
A call to advise your customer that his or her part is available and then schedule the vist, will ensure you don't have to restock the part or send it back to the manufacturer.
OIL CHANGE/SERVICE REMINDER CALLS
We will call your customers who are ready for their next oil change and set an appointment, guaranteeing the customer doesn't take his/her business to another service department.
SPECIAL EVENT CALLS
If you are hosting a special event in your dealerships, let us call your customers to be sure they received the invitation (or to do the inviting). Our call will generate excitement for the event , we will give the customer further details about the event and gather their RSVP. A few days before the event we will send an email reminder to each customer who RSVP's.
Process
Abbott Follow Up makes the process of receiving the customer information as simple as possible. Often we can pull customer information directly from the dealership's computer system, or from an FTP site without installing anything on the dealership's computer system. When neither of these options is available the dealership will email the list of sales and/or service customers directly to us.
Calls are either started immediately, or delayed depending on the dealership and the manufacturer's survey process. Again, each dealership determines the process we follow.
Because we are flexible, we allow our dealerships to dictate the scripts and the questions we ask the customers, changing the questions as often as necessary. However, based on our years of experience we are completely confident in giving advice and suggestions.
We do not charge a monthly retainer fee, there are no set up fees and no contracts. We make every effort to eliminate duplicate customers, employees, fleet, etc so you are only charged one time per customer name.
We bill at the end of the month.
REPORTS
Some of the reports we offer:
SALES DEPARTMENT REPORTS:
We provide weekly reports of our findings. Sales Reports include: A summary sheet reporting percentages on questions asked, an overview of all results, and log sheets with all customer comments giving detailed information on his/her experience. Month End reports include a compilation of the entire month results. Also, a detailed Trend Analysis Report listing all the concerns for the current month compared to last month.
SERVICE DEPARTMENT REPORTS:
Weekly reports on our findings include: A summary page with an overview of each advisor's results compared to one another and the entire department. A detailed Trend Analysis Report listing all the concerns during the current week compared to month to date and last month. Log sheets with all customer comments providing detailed information on his/her experience.
CUSTOMER CONCERNS NOTIFICATION
Each morning we will email any Customer Concerns from the previous day/evening calls. For those dealerships wishing to receive the Customer Concern immediately we will email the notification as we hear it. The Customer Concern form includes all the customer information, his/her concern and has space for department resolution documentation and management signoff.
TRAFFIC/PROSPECTIVE CUSTOMER REPORTS
A log of contacted customers will be emailed early each morning. This log contains information on why the customer left without purchasing and/or any other comments made regarding his/her experience in your showroom.
Telephone Reps
Abbott Follow Up has built its reputation on quality and accuracy. This level of professionalism can only be attained through the acquisition of well trained, highly motivated professionals in our work force.
Our strict hiring policies have enabled us to maintain this level of professionalism among our staff members and our standards are constantly being re-evaluated and updated to meet the changing demands of our industry.
We are not a phone room mentality. We train our telephone reps to know when to make calls and when not to, like during the Super Bowl, World Series or other important events.
Our telephone reps ask dealership-specific questions while conversing with your customer - listening to what is on the customer's mind with care and concern, never hurried or survey-like.
We often use the same telephone rep on the same dealership thus allowing our telephone reps to get to know your customers and the best time of day to reach him/her.
Our telephone reps will attempt to make contact 7 or 8 times during a 3 or 4 day period (unless otherwise directed by the dealership), at various times of the day.
Our telephone reps consistently maintain an 70% or better contact rate.
Many of our telephone reps have been with us for over 5 years, several for over 10 years.
We offer bilingual telephone reps.
ALL CALLS ARE MADE IN THE USA.