Follow Up phone calls

[Robbie Beacham]

Been following the site for a while (great information by the way) and decided it's time for a question. Wondering how everyone does there phone follow ups? How many times do you call in a day if there is no answer? Is it one and done and then call the next day, or one in the a.m. and one in the p.m. or does it vary by customer? Thanks for the input.

 

[Dean]

Great question Robbie!
My team generally call once am and then pm the same day. But one rule is always adhered to: Never assume everyone is the same.
Initially it's just trying to make contact of course. However, if there is no contact after three days of phone and email attempts, I encourage the team to contact the Sales manager of the franchise that has the car the customer enquired on to let them know and to be on the look out for the customer.
The fact that we are all individuals makes it hard to stick to one hard and fast rule. Some consider 2 calls a day harassing, others like it.
Hope that helps!
Dean