Appointment Confirmation Process
You set an appointment with a customer. That’s awesome, but the job isn’t done, we need to everything we can to make sure the customer makes it to their appointment. Otherwise, you’re going to be waiting around like a blind date gone wrong. During this process, we’re going to remind the customer gently of their commitment while making sure we’re prepared for the visit.
Try to set appointments within 48 hours of the conversation. The chances of a customer coming for an appointment decrease dramatically the further out the appointment is scheduled. Sometimes it’s better to set a proper follow up task than it is to throw an appointment in the system that you know you are going to move.
Your goal in this process is to confirm your upcoming visit with your customer.
Follow up properly:
Follow up when you said you would, the way you said you would. If you told the customer you’d call at 5pm on Wednesday to check in, don’t text on Thursday. The standard follow conversation started sounds like:
“Hey Jake, this is Brian from Toyota. I’m giving you a call as promised to make sure we’re still good for Thursday at 12:15”
Always reconfirm:
Make sure the date and time you set still works well for both yourself and the customer. Do not be surprised if something changes, reschedule the appointment for the next available time and date.
Also, If you set an appointment for Friday at 3, don’t schedule a delivery for Friday at 2:30. Sometimes this can be unavoidable, but do not be afraid to ask to push the time back a little to provide a better experience. This sounds like:
“Hey Jake, this is Brian from Toyota. Does Friday afternoon still work well for you? I have someone picking up their car just before you get yours, any shot 3:15 would work for you so I can make sure I’m ready?”
“Hey Jake, this is Brian form Toyota. Does Friday at 2:45 still work for you? Oh, would earlier Friday work better or should we push it to Thursday night?
If the appointment is scheduled further out, take a shot at moving it closer. This sounds like:
“Hey Jake, it’s Brian from Toyota. Is next Saturday still the best day for you or is there a shot I can get you out here this week?”
Strong Confirmations Include Directions:
At the conclusion of your call provide VISUAL directions from the customer’s home to your desk. Include local landmarks, exit numbers, and the location of your desk in the showroom. This sounds like:
“Awesome Jake, listen, remember you are going to take exit 190 towards Dickson City and Main Ave. When you come to the light, make a left and stay to the right. On your left you’ll see a Dunkin then Schiff’s then us. It’s really hard to miss us, but when you come in the front door, you’ll see Jamie at front desk. My desk is over on the right by the old Land Cruiser in the showroom. I’ll try to be upfront waiting, but if anyone asks just tell them you’re here to see Brian and they’ll help you find me.”
Once you have confirmed the upcoming visit for the customer, please leave the proper notes in the system and confirm the appointment on the customer record. Click here for a guide on how to confirm the appointment in VinSolutions.
If you were unable to confirm the appointment or have the reschedule the appointment. Click here for a guide to cancel / modify an appointment in vinsolutions.
To complete this process you should expect the following task process to appear over the next few days.
(Click here for a link to learn how to complete a task in VinSolutions)
4 hours before the appointment- Automatic Text- Still On track
12 hours before the appointment - Customer has an appointment today. Call to confirm! Make sure they have visual instructions from the street to your desk.
36 hours before the appointment- Customer has an upcoming appointment. Call to confirm the time and date are correct.
60 hours before the appointment - Customer has an upcoming appointment. Call to confirm the time and date are correct.