{ "title": "Six outreach briefs", "updated": "2026-11-05", "guide": "https://www.drcanary.com/resources/building-ai-at-your-store/", "briefs": [ { "id": "vehicle-inquiry", "department": "Sales", "title": "A vehicle inquiry", "trigger": "A shopper asks about a vehicle or a comparison.", "know": [ "The question, in their words", "The vehicle, and what they are comparing it with", "Whether it is still on the lot", "How they asked to be reached" ], "useful": [ "The answer to the question they asked", "The two differences that matter to them, not the whole spec sheet", "A vehicle link that opens on a phone", "A walkaround, if they asked for one" ], "changes": "A reply pauses the queued nudge. A quiet week earns one message with something new in it, not another invitation to visit.", "stop": "A purchase, a different vehicle, a request to stop, or a salesperson already in the thread.", "measure": "Questions answered in the first reply. Replies that got a reply. Visits that happened, from your records.", "finding": { "date": "October 30, 2026", "text": "A reply came inside the form’s stated 24 hours and answered the used-SUV question. It never mentioned the advertised special the shopper had asked about.", "guide": "https://www.drcanary.com/resources/automotive-bdc-checklist/#observed" } }, { "id": "trade-in", "department": "Sales", "title": "A trade-in question", "trigger": "A shopper asks what their vehicle is worth.", "know": [ "Year, make, model, mileage", "What the valuation tool showed, and when", "What is still missing: condition, photos, title" ], "useful": [ "The range and what it rests on", "What the appraisal will check, and how long it takes", "A way to send photos from a phone" ], "changes": "The next message follows up on the missing detail or the photos. It does not repeat the invitation to visit.", "stop": "An appraisal done, a corrected vehicle, or a decision to keep it.", "measure": "Appraisals booked. Details resolved. Days from the inquiry to a number.", "finding": { "date": "September 22 to October 9, 2026", "text": "A trade-in inquiry named a 2020 Silverado. The first reply named it too and offered an appraisal. Seventeen days later a follow-up arrived with the subject “2026 Make Unknown Model Unknown.”", "guide": "https://www.drcanary.com/resources/dealership-lead-follow-up-quality/#observed" } }, { "id": "before-service", "department": "Service", "title": "Before a service visit", "trigger": "An appointment is confirmed.", "know": [ "The booked work and the time", "Waiting, drop-off or shuttle", "Any concern the customer mentioned" ], "useful": [ "Where to go and where the key drop is", "How long the work takes, from the advisor", "What to bring", "One relevant extra with its price and a clear yes or no" ], "changes": "A changed time rewrites every later message. A declined extra leaves the booking alone. A question goes to the advisor, not to another template.", "stop": "A cancellation stops the reminders the same hour.", "measure": "Questions answered before arrival. Changes acknowledged. Arrivals. Extras accepted, then completed, from the repair order.", "finding": { "date": "October 11, 2026", "text": "The booking link in the site header took a reservation. The second scheduler, linked from the service pages, opened to “This page is unavailable.”", "guide": "https://www.drcanary.com/resources/dealership-service-booking-paths/#observed" } }, { "id": "after-visit", "department": "Service", "title": "After the visit", "trigger": "The repair order closes, or a delivery is recorded.", "know": [ "What was done and what was declined", "Mileage and the next due service", "Any concern still open" ], "useful": [ "A plain summary of the work", "The next date, with the reason for it", "A person to reach for a concern" ], "changes": "An open concern pauses every promotion until someone has answered it.", "stop": "A sold vehicle, a new owner, or a request to stop.", "measure": "Concerns resolved. Return visits. Declined work completed later.", "finding": null }, { "id": "parts-request", "department": "Parts", "title": "A parts or accessory request", "trigger": "A customer asks about fitment, stock, installation or an order.", "know": [ "The VIN, or the exact vehicle", "The part", "Stock today", "Installation or pickup" ], "useful": [ "The fit, confirmed by VIN", "A substitute, explained", "Pickup or install options", "An order status that is current, not the last one sent" ], "changes": "A changed vehicle rechecks the fit before anything is ordered.", "stop": "A cancelled order or a completed pickup.", "measure": "Fit confirmed the first time. Returns for the wrong fit. Orders fulfilled.", "finding": { "date": "October 28, 2026", "text": "The Parts button in the site’s navigation opened a vendor page that could not make a secure connection. The browser showed its own error instead of the catalog.", "guide": "https://www.drcanary.com/resources/dealership-vendor-link-checks/#observed" } }, { "id": "quiet-lead", "department": "BDC", "title": "A quiet lead", "trigger": "Two messages out, no reply.", "know": [ "What the shopper asked in the first place", "What has already been sent, and by whom", "Whether anyone called" ], "useful": [ "One new fact: a price change, a comparable unit, or the answer to the original question that was never given" ], "changes": "Any reply restarts the conversation from what the shopper said, not from the template.", "stop": "After the number of touches the team agreed, or a request to stop. Quiet is an answer too.", "measure": "Replies per touch. Whether the third message carried anything new.", "finding": { "date": "September 22 to October 9, 2026", "text": "A trade-in inquiry named a 2020 Silverado. The first reply named it too and offered an appraisal. Seventeen days later a follow-up arrived with the subject “2026 Make Unknown Model Unknown.”", "guide": "https://www.drcanary.com/resources/dealership-lead-follow-up-quality/#observed" } } ] }