In our last newsletter we talked about how my experiences with my puppy's vet and groomer got me thinking about how we interact with our Maintenance customers.
Although, this time, I'm not going to carry on about my dog and all his issues. However, I did want to share a few more tidbits about how we can improve our communications with our Maintenance customers AND how improving the way we 'talk' to them will make it easier on us, and increase the value they see in having a Maintenance agreement. The goal - the more value they see, the higher your retention rate will be!
Last newsletter, we went over how making a few changes to how we talk with our customers when we are reaching out to schedule maintenance agreements can have a BIG impact on our success in getting them scheduled. Keep in mind - your customers will, naturally, not see the value in their maintenance agreement if they don't get their maintenances visits done. We covered:
- Pre-scheduling the appointment before we call
- Changing the scripts we use
(to refresh your memory and to read about how Puppies work into this conversation - click here
Now, some of you may be thinking —
"These changes aren't going to work for me.
I have too many agreement customers,
and it will take way too much time to manage."
And, you may be right, depending on how you