Declined Service Follow-Up
Meet Rachel, your Declined Service Follow-Up team member.
Follows up on the repairs customers said "not today" to.
What Rachel does
Customers decline recommended work for good reasons: timing, budget, or wanting to think it over. Rachel reads the declined line items from closed repair orders and reaches out with a friendly reminder about the specific repair. A few follow-ups go out on a set schedule, in plain language, with an easy way to book. When the customer says yes, Rachel books the visit. The follow-ups stop as soon as the customer books, declines for good, or opts out. Connections to the store's systems are set up with each store, and only with the store's written OK.
How Rachel helps the store
Rachel keeps track of declined work and follows up on it, so advisors don't have to track declines on sticky notes or spreadsheets.
How Rachel works with your people
Rachel never pressures customers, uses scare tactics, or overstates urgency. Rachel doesn't quote new prices or offer discounts, and stops messaging anyone who opts out. Questions about the repair itself go to the advisor who wrote it up.
Meet the service team
Want to see how Rachel could fit your service department?