Appointment Confirmation

Appointment confirmation is a routine yet critical process in both sales and service departments to reduce no-shows and ensure that scheduled appointments are honoured. For service, this typically means a BDC representative or service advisor contacts the customer a day or two before their scheduled service visit (via phone call, text, or email) to remind them of the date/time, verify they are still coming, and confirm any specifics (like “we’ll have a loaner ready for you” or “remember to bring your wheel lock key”). For sales, if a customer has an appointment for a test drive or a meeting to discuss options, the salesperson or BDC will often confirm that earlier the same day or the day before. In Canadian dealerships, where winters can be harsh, an appointment confirmation might also double-check that weather isn't deterring the visit or reschedule if a snowstorm is hitting that day, for example. This process has multiple benefits: it significantly increases the likelihood the customer shows up (because it reinforces that their time is set aside and valued, and it reminds them), it reduces wasted time slots where staff are idle expecting a customer who doesn’t arrive, and it provides an opportunity to reschedule if needed, keeping the pipeline intact. Confirmation contacts also sometimes serve as a last-minute checklist (e.g., “please bring your insurance and driver's license”). Many dealers use automated systems for this, but adding a personal touch can also impress customers. Overall, appointment confirmation is about respecting the customer’s time and the dealership’s time equally, making operations more efficient and customers more likely to follow through on their commitment to visit.