Overview

These plays focus on providing service to customers who have had their bikes serviced or may need servicing. 

Use the Envelope in the Contact Email column to email one customer at a time.  

To send emails to a group of customers:

1. Export the list using the More Options […] button on the top right of the results.  
2. Copy the Email Address column from Excel.  
3. Paste the list into whatever email service you like to use.

Service Play 1: Post-service Hospitality  

• Objective: 
  • Thank customers who recently had their bike serviced. Ensure everything is working up to their standard.
• Filters: 
  • Has Bike had Service? = Yes
  • Bike Category = All
  • Bike price = All
  • Use the Advanced Filtering found on the right hand side of the page. 
    • Click Last Service Date
    • Switch Basic Filtering to Relative Date
    • Show items when the value is in the last
    • Type 30 
    • Choose days
    • Click Apply Filter
    • Note: Number and Days can be changed based on how often you'd like to follow up with service customers
• Communication template:
  • Subject: 
    • Hey [Name], how's your bike doing post-service?
  • Body: 
    • Hi [name of customer]. This is [your name] from [Retailer Name]. We serviced your bike [xx] days ago, and I just wanted to drop a quick note to make sure it’s working well. If you have any questions or need anything - please give us a call or stop by! We are always here to help. Thanks!

Service Play 2: Schedule Service Reminder

• Objective: 
  • Give customers a reason to visit the store with a service reminder
• Filters: 
  • Has Bike had Service? = N
• Communication templates:
  • Subject 1: 
    • [Name], time for a bike check-up?
    • Body 1: 
      • We’ve noticed it’s been a while since we last saw your bike and just wanted to send a friendly reminder that it might be due for service. We’d love for you to bring it in for a free inspection, so you don’t get stuck on a ride with any problems. We’re open [hours] during the week, [hours] Saturday, and [hours] on Sundays.
  • Subject 2: 
    • Avoid flat tires, [Name]! Time for a sealant change
    • Body 2: 
      • Hi [Name], it’s [your name] from [Retailer Name]. It looks like it’s been a while since you’ve replaced the tubeless sealant in your tires. Sealant dries up over time, and it’s recommended to change it out about every 3 months. It only takes us a few minutes to do this at the shop for you, and it’ll save you from a flat on your next ride. Swing by the store and we’ll get you taken care of. We’re open [store hours]. Thanks!

Service Play 3: Suspension Service Reminder

• Objective: 
  • Inform MTB customers that you offer a whole suite of suspension related services. Explain why they are important and encourage them to come in.
• Filters: 
  • Has Bike had Service? = Leave blank
  • Purchase Window = 0-5 years ago
  • Bike Category = Choose your categories that fit this play.  You can choose multiple categories by holding the Ctrl key down.
  • Bike price = All
• Communication template:
  • Subject: 
    • [Name], keep your [Bike Model] suspension smooth with our service
    • Body: 
      • Hi [Name]. Just wanted to drop you a note about your [Bike Model]. Your suspension should be serviced every 50 hours, replacing it’s fluid and seals and checking everything out. This maintains the suspension’s warranty and keeps it performing smoothly. It looks like we haven’t done this for your bike yet, and I’m betting it’s due. We’d love to see you in the store so we can check your bike out and keep you rolling in tip-top condition.