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How the Program Works
The Guest Relations Program consists of two components, the
Welcome Guest Email and the Thank You Guest E-Mail.
Welcome Guest Email
 A welcoming email is sent to the
vehicle owner within 24 hours of when they drop off their vehicle, encouraging
communication and demonstrating a personal touch that fosters good will. The
vehicle owner is invited to answer the following questions to help ensure
expectations are being met:
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Did a member of our staff
look at your vehicle with you to ensure we identified and answered all of your
questions or concerns regarding your repair needs?
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Was our staff courteous and
friendly when you brought your vehicle to us?
- Is there anything you would like us
to be aware of that you were not able to inform our staff?
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Are you currently in a
rental car?
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Rental car provider
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Satisfied with rental car?
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Satisfied with rental car company?
If the customer provides negative feedback, the response will automatically be
pushed to the shop owner which helps you to gain insight into your customers’
concerns and provide the chance to follow-up.
Thank You Guest Email with Follow-Up and CSI Survey
This thank you encourages validation of service on the guest’s part and provides the shop the opportunity to reach out to the guest for feedback:
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The follow-up email is sent 24 hours after the vehicle is picked up. A
completed follow-up provides the guest the option to print and save their
warranty certificate.
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If there is no response within 24-hours, a second email is sent.
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If there is no response to the second email, the repair order will
automatically transfer to our call queue where a live agent in our call center
will follow-up.
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