Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Amy Taggart

Amy Taggart Marketing Manager

Exclusive Blog Posts

How SEO Impacts the Service Department

How SEO Impacts the Service Department

Digital marketing in the dealership often is viewed and conducted solely from a sales perspective. But the service department, often called the "backb…

What 89% of salespeople are failing to do...

What 89% of salespeople are failing to do...

  According to Dale Carnegie only 11% of salespeople ask for referrals. We all know how valuable referrals are but when it comes time to ask for a …

Why Your Online Shoppers Don’t Take the Bait

Why Your Online Shoppers Don’t Take the Bait

You think you’re dangling an enticing lure in front of your customers’ eyes. You plan to set the hook and reel them in. But what you don&rs…

Click-to-Call [Infographic]

Click-to-Call [Infographic]

  Most dealers understand the importance of making it easy for customers and prospects to find contact information. Websites often have prominent &…

Quick Tips for Improving Dealership Culture

Quick Tips for Improving Dealership Culture

Car dealers have a terrible reputation. It's such a negative experience for so many that people are electing to make a major purchase like a vehicle fr…

Are you good at customer service?

You don’t know what you got till it’s gone…

I read a great post on Drivingsales.com yesterday called Why You Lost your Best Customer that touched on an ongoing customer service experience that, despite many years of loyalty, ultimately led to switching brands. This got me thinking of my own experiences where because I had been a customer for so long the company started to neglect me. They got too comfortable with me. “Well Person A has been a customer for 10 years now so we can take care of Person B’s needs first since they are a first time customer, and we want to impress them.” Well… wait! Person A is still a customer and if anything should be considered just as important (if not more) than Person B.

“It takes less effort to keep an old customer satisfied than to get a new customer interested”

In a dealership setting it holds true as well. Person B may be buying that $70k car as opposed to the $20k vehicle Person A is purchasing, but over the last 10 years Person A has purchased $20k vehicles for his entire family and because they like your service so much, you can almost guarantee that his children will also be purchasing vehicles for their families as well. So basically being as loyal to Person A as they are to you is a lifetime investment.

“If we don’t take care of our customer, someone else will”

In addition to customer loyalty, just treating the customer right is in your best interest. Ever hear of word of mouth? So you got Person C coming in to purchase a car and their credit is not the greatest. Do you immediately disregard their needs? Or do you sit down with them and try to work out a plan? Bad credit doesn't mean they don’t make a decent salary or have a down payment available. Take the time to help them explore their options, advise them on how to clean up their credit so that they can come back to YOU when they are ready to purchase that vehicle. And even if you couldn't help them at that moment, they will be so pleased with how helpful you were to them that they would be sure to share their experience with their family and friends. Basically, Person C could ultimately become the loyal customer that Person A is.

A happy customer will tell 3 friends, an unhappy customer will tell the whole world!”

So as cliché as this may sound it has held true through the times: treat others how you would like to be treated. This is relevant professionally, personally, and socially.

Any other customer service rules that you abide by? Share them below!

Mike J
Enjoyed reading the article, and I was thinking how some organizations do not enforce their policies effectively via training, and how some of the customer service team members do not get training on on organizations knowledge and best practices of the customer service principals.
Bryan Armstrong
Rosa thanks for the mention and a great post of your own here. You are exactly right on the money. Treating that $5000 OTD first time buyer as if they ARE purchasing the $60,000 rig will eventually net you as a Dealer MUCH more income. "Sprinkle" every transaction with heartfelt gratitude and an eye toward validating the consumers option to do business with you and it will likely happen again...and again...and again...

 Unlock all of the community & features  Join Now