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CXL Automotive

Reducing No Show Rate

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I wanted to add a recent change that we did that seems to be helping with people bring tardy.  It has only been a week, so a little premature, but so far so good.  If you have a scheduling system that texts your customers reminders, then make sure you add in the reminder to be on time or early.  It took me a minute to reword it right in ours since the character spaces are limited, but all of our appointments so far have been on time or even early.  Yesterday alone one was 30 minutes early and another 50 minutes early.  The 50 minute early person even said he came in early because of the text.

 

Sounds great! Thanks for letting us know :)

 

Do you have an appointment booking software that sends out a text automatically? If so, how much are you paying for it?

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We use Yellow Schedule...we tried a few before that and they weren't consistent.  Check them out at https://www.yellowschedule.com/.  It sends text and emails which you set the timing.  We send out a text 24 hours and 1 hour before the appointment.  We then send out a text 24 hours after to thank them for choosing us.  <--This helps with reviews.

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We use Yellow Schedule...we tried a few before that and they weren't consistent.  Check them out at https://www.yellowschedule.com/.  It sends text and emails which you set the timing.  We send out a text 24 hours and 1 hour before the appointment.  We then send out a text 24 hours after to thank them for choosing us.  <--This helps with reviews.

 

Perfect thanks a million for the info :) Much appreciated.

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I also text customers (with permission) typically the day prior to remind and confirm with them. If they don't answer, I usually can fill the spot with a standby customer.

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All customers should be called the night before.  If they are not there when you open call again.

IMO you should attempt to get all customers to drop off at open or drop morning or 1 ish.   Waiters I scheduled 10am or 1pm (opened 8am).  dropped cars mean less interruptions during the day and if your ahead of schedule you can take walkins.  if your first job does not show,  you have others to work on.  You can offer other services if cars are dropped (upsell).  Empty bays is lost money.  You would be surprised how much it cost not to have work per hour. 

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