Sales and service, when the customers want it!

Sales and service when customers WANT IT! Like many businesses, driving schools closed their booking offices during the Christmas and New Year period. And traditionally that means that customers can't get in touch with you to book or alternatively you just don't ignore the phone and email. Looking at driving schools who use the Driving School Manager online customer portal we made the following observations for the period 25 December 2013 and 5 January 2014: WEEKENDS CHRISTMAS BOXING DAY NEW YEARS 27.1% of all bookings during this period were made by customers themselves online. One driving school took 85.7% of booking during this period online. These sales may have been lost to another driving school who was open when you were closed. Many of these bookings take place outside of business hour 50% of customer access occurred on weekends and public holidays. 0.569 hours were booked on each access on average. Whilst you may be enjoying the holiday cheer, your customers are keen to make and check bookings, make payments and review instructor availabilities. when it is convenient for the customer. 50 % O 27.1% 10.3% of customer access occurred on Christmas Day, Boxing Day and New Years Day. 5.9% of new customers signed up on weekends and public holidays. These customers were ready to make a decision to book lessons with a driving school when it suited them. 0.513 hours were booked on each access on average. Whilst you may be enjoying the holiday cheer, your customers are keen to make and check bookings, make payments and review instructor availabilities. 10.3% 5.9% 0.624 hours were booked on each customer access to the online customer portal. Two driving schools had more than 0.85 hours booked on each customer access. This means that many customers also accessed the system to check bookings, make payments and review instructor availabili- ties. A drivinesehool manager smortAPPOINTMENT Iie ftein 2014 • www.drivingschoolmanager.com.au