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Recall Masters, Inc.

2,481 followers

5mo

Dealerships have a choice to make - surrender to defection or create value for consumers that crave vehicle safety, quality servicing and a partner in the automotive business. If your customer retention strategy does not stand head and shoulders above retail service providers or competing franchise dealers, then do something about it now while you still can. Let Recall Masters, Inc. show you what we're doing for stores just like yours to drive 5X more VINs back to the dealership for service through recall management and the amazing engagement achieved with our R+ retention solutions. Nothing changes if nothing changes! #recallmasters

Transcript

Absolutely. Our opinion about the recall opportunity has changed and that's exactly what it's become is it's become a great opportunity because fundamentally what Recall Masters has done for us is they have driven in a customer that breaks off into a few different important segments, right. One is that customer that we just were never seeing before, they're driving around in a pre owned model, they're second or third owner and they didn't even know they had an open recall because the OEM can't communicate with them because they don't know they're the ones that own the vehicle today. And Recall Masters is able to communicate with these customers because they buy the data and they're very sophisticated how they process that data and they're sending into us. Over a third of the customers they send to us are driving around in our local markets going to the aftermarket. They either weren't coming to us or they stopped coming to us. And now all of a sudden they have a new reason to come to us because let's face it, you can't get a recall completed anywhere but in the dealership. And that's the most powerful piece of a recall is getting a customer back in. Because we are literally the only place that can complete that recall. We've had plenty of customers say, I had no idea I had to recall. This is amazing that you reached out to me. I wouldn't have known. And then they come in and other things happen as a result, right? There tends to be a domino effect. So a customer can come in with that recall and all of a sudden find out they need tires, they need brakes, which is good for us, but it's also good for them. I got to tell you, I have never seen a service marketing program. As effective as our Plus, and it's real clear to see why. Essentially what our Plus is doing is it's sending a marketing piece, a really beautiful marketing piece to the customer with what looks like a debit card or a credit card. And it's personalized to your specific name, the customer's name. And it basically is a letter from the dealership saying, you know, we'd like to welcome you back to the dealership where we value you as a customer and here is a debit card, credit card and you choose how much money you want that to be valued at. It's driving in hundreds of customers. They're just literally getting this in the mail and all of a sudden booking an appointment. So if you're looking to get an immediate impact, it's the best single service marketing campaign that we have ever tried. The other thing that you have to keep in mind is the R Plus is bringing in some customers with 10 year old vehicles, 8 year old vehicles. Those cars need a lot of work. So on those cars we see big tickets, $2000, sometimes 3. $1000 and then the average has been about four 5460 quality cards outstanding. As a matter of fact, I think the quality of the Art Plus card is the reason why the customer responds so well to it. It is it feels and looks like a credit card and it is personalized to the customer's name. You open it up and you can't help but feel that wow, something's going on here. Somebody has spent a lot of time and money to personalize this and when you read this very little fine print. So I think the customer what their resonating with is. Wow, I can really go get $50 off on any service I need. This is a good deal. Yeah, so we've definitely noticed that of the customers that come in through the R Plus, obviously you're going to get a portion that we're already your customers and just haven't been here and, you know, 8 to 12 months, but it got them back in. And then you get a portion of customers who have never been here before. Those are obviously super valuable. And then you get a portion of those who just haven't been in in a year or two. And we gave them a reason to come back in. So there's no question. Our Plus speaks to every type of customer. When you go after a customer with an open recall, you're reconnecting with that, you know, with that owner who maybe hasn't been in and you're getting a chance to show the new dealership again and completing something that you know they might worry about, right, An open recall, safety recall, etcetera. But with the Arc Plus is really doing something different, right, because the customer comes in for their recall, oftentimes if they haven't been here ever or in the last couple of years, then they're leaving and they're getting the maintenance done somewhere else. But the Arc Plus gives them a reason to come in to get their maintenance down at your dealership, right? So if they're coming in with an R Plus card, they've made the decision in their head that they're going to spend some money doing maintenance at your dealership, even if they haven't been, because we give them a reason to. With the R Plus card, 30% of the customers that recall Massachusetts driving interests have never once been to our dealership. They're brand new to the dealership. They're spending an average of $496 and we get the opportunity now. To get them back in. The other 70% of the customers, about 40% of those customers are customers that used to come to us but haven't been to us in two to three years. They're lost to the aftermarket and recall Massachusetts getting them back in. It's really one of the least expensive ways that I've seen to get a customer back to your service department who's definitely going to spend money. So for us, it's an incredible win win.

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