CDK's purchase of Auto/Mate may create a major disruption in the dealer management system (DMS) industry. Here is our take. DOWNLOAD
Everyone is taking time to reflect on their blessings and their gratitude for customers and partners in business at this time of year.
Wishing you the best this season!
Hope Your Days are filled with cheer!
So say all of the holiday cards that adorn our refrigerators from friends and family. Same for the ones I receive at my place of business. Your Dealership sends them to your customers and friends.
But what happens March 5th? Or June 18th? Or August 11th? Do we have the same feelings at that time? Are we grateful for our customers or business partners as we are between Thanksgiving and New Years?
My guess is yes, but we don’t show it? Most dealerships are focused on taking care of our day to day and unless there is a birthday or anniversary, we don’t find the time to be grateful.
Customer Service is a daily thing. It is an individual event that takes place with every call or interaction. Many times we are focused on the next lead, or the next email or the next meeting that we forget to take time and finish what we are doing with care.
When you think of great customer service experiences, maybe Disney comes to mind. Or Zappos, Nordstrom’s or Apple. If you sit back and look at each interaction you get the sense that nothing changes each day. Every day has the “holiday” spirit.
So what things do we see from these leaders that maybe you can implement in your business?
All of these little things have differentiated these companies in our mind. You don’t get this level of service just because it is the holiday season. You focus on it every interaction day, every transaction, every day.
If you ever find yourself having a meeting where you need to prompt your staff to “gear up” their level of customer service for the holidays, then you need to rethink your approach during the rest of the year.
Even though we are becoming a digital species, we cannot let our people skills dwindle and every day should be a holiday because your customers have chosen to do business with you.
Happy Holidays (all year round) !!
Glenn Pasch is the current COO of PCG Digital Marketing as well as a writer, National Speaker and Trainer. Glenn will be speaking at the upcoming Digital Marketing Strategies Conference in Orlando FL. February 5th-7th