Worked scenario
Service reminders to owners who sold the car two years ago
A service business depends on recall, and recall depends on knowing who currently owns the vehicle rather than who bought it.
3 min read
A vehicle is sold new to a customer. Two years later it is sold on. The service centre's record still names the first owner, and reminders continue to them.
Two losses at once
The previous owner is irritated, and the current owner — a live prospect who is actively driving the vehicle — is not contacted at all.
Capture at the counter
The moment a vehicle is presented by someone not on the record is the moment to update it. It requires asking one question, and it is skipped because nobody framed it as important.
History belongs to the vehicle
Service history attached to a customer breaks on every ownership change. Attached to the vehicle it accumulates over its life, which is more useful diagnostically and considerably more valuable commercially.
What changes
- Ownership updated when a vehicle is presented by someone new
- Reminders addressed to the current keeper
- Service history following the vehicle rather than the buyer
- Lapsed vehicles identifiable, with their last visit
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