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Christopher Ferris

Christopher Ferris CEO

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They live! They really do.

Not the skeleton-faced aliens in the Rowdy Roddy Piper sci-fi film of that name (“They Live”) who disguised themselves as humans and controlled the media spin on all current events. Nope.

Not the chain store shufflenos of all ages wearing service pin-adorned blue, orange or red vests bearing mindless slogans such as “How can I help you?” as they run away from you at breakneck speed if you should dare to approach them in an attempt to ask a question. Nope.

Not the fast food store burger slingers who respond monotonically to every departing burger chomper, “Have a nice day.” Nope.

Well meaning, well trained, highly skilled people within our own industry. They live. Conditioned like Pavlov’s dogs by years of repetition, sales and service professionals in the auto industry have taken to using and reusing the phrase “no problem” reflexively, day in, day out, whenever their customers might have requests or might ask simple questions.

Of course, there’s no inherent evil in the two word phrase “no problem”, that’s not the issue.

The problem with the phrase “no problem” is twofold.

1. It has become a reflexive, “deflecting” response that is so commonly heard that it is now totally devoid of any substantive meaning.

2. It contains the noun “problem.”

Using an empty phrase that is uttered daily by hundreds of thousands of other sales and service professionals nationwide does nothing to differentiate you from the pack. But, if that’s no problem, then, hey, no problem.

And why would you voluntarily select and utter the noun “problem” in any sentence, since your customers, influenced by widespread (unfair) stereotypes of our industry, may be expecting to encounter some sort of “problem” during interactions with you, even if you are truly the greatest thing since sliced bread?

I don’t have a problem with much in this fantastic world of ours, but I do have a problem with “no problem.” You should, too. If not, no problem. See what I mean? Evaluate the extent of the “no problem” problem at your dealership today. Your customers will be glad you did.

Christopher Ferris   c 603.233.8759   ferriscc@comcast.net 

www.drivingsales.com/blog/chrisferris

 

 

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