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From: Jared Hamilton
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Denim Simkins

Denim Simkins Director, Fixed Ops

Exclusive Blog Posts

Top 6 Things Car Dealers Do To Make Car Buying Difficult

Top 6 Things Car Dealers Do To Make Car Buying Difficult

[youtube https://www.youtube.com/watch?v=3R7Y3kZIDVg] Your Turn To Drive discusses Top 6 Things Car Dealers Do To Make Car Buying Difficult.  Jim D…

Choose the correct CRM for your dealership OR pay dearly

Choose the correct CRM for your dealership OR pay dearly

With all the CRMs on the market today, finding the right one for your dealership is becoming more challenging than ever. There have been massive changes in…

5 Benefits of Using Google AdWords Click-to-Message Ad Extensions

5 Benefits of Using Google AdWords Click-to-Message Ad Extensions

Looking for a new way to win over people more likely to send a text message than to call? Set up this free message extension for your text ads on the Googl…

Must-See NADA 100 Expo Displays for Fixed Ops

Must-See NADA 100 Expo Displays for Fixed Ops

New Orleans is ramping up for the 100th anniversary of NADA, and the convention promises to be outstanding. You’ll be entertained at the NADA100 Carn…

Why Social Media Marketers Won’t Replace Your Sales Team

Why Social Media Marketers Won’t Replace Your Sales Team

Social media is changing the marketing profession in remarkable ways. According to the Public Relations Society of America (PRSA), the social media analyti…

5 Skills that Build Service Customer Loyalty and Increase Customer Retention

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Customer retention is much more than just a “buzzword” in the car business today. It should be what governs your day to day decisions when handling customers and training your staff. One of my favorite authors that I like to quote in sales meetings and re-read regularly is Jeffrey Gitomer. I have carried Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know around now for the last 10 plus years because his common sense approach to customer centered ideas are easy to implement for anyone who talks to a customer, especially anyone on your service drive. Providing excellent customer service should be common sense, then how come I am constantly reminded about the phrase “common sense in this business is just not so common.” Here are a few quick tips to help those provide exceptional customer service.

Show genuine interest

Customers like to have their concern acknowledged and want someone to have an active interest in fixing their concern. Some easy ways to accomplish this would be acting with urgency or maybe anticipating their needs.

Make it personnel

Offer a personalized greeting or use their name regularly. This is a simple and common skill that has a huge pay off...the customer may remember your name.

Never quote policy

When a customer is upset the last thing they want to hear is your policy because quite frankly I’m sure your policy is what created this upset customer. Try telling them what you can do for them and figure a way you can help with the situation.

Make a commitment and keep it

This is really important in a couple of areas. Follow up communication – If you tell someone you will call him or her with an update, you better call them ten minutes before that time. Appointment reservation – if a customer is taking the time to set an appointment you better do everything possible to follow through. For a good laugh look up Seinfeld episode rental car reservation.

Invite the customer back

Just like it says in the classic customer service training video, “The Guest.” Invite your customer back just as if your best friend was leaving your house and you wanted to watch next weeks football game with them as well. In this case your really setting the expectation to the customer that you “want” to help them next time them come in for service.

In your next training do a little role-play in these areas and watch your team become comfortable with these skills. When everyone in your organization is on the same page you win. Customer retention will soar and customers will become loyal.

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