Companies waste an estimated $6.6 billion on unused software in the U.S. every year. With more options than ever, finding the right software for your dealership can be a challenge. How can you cut through the clutter and make sure your software dollars are well-spent? Download your free step-by-step guide to successfully navigating the software jungle. DOWNLOAD GUIDE
Having thirty plus years helping customers in the automotive industry has turned me into the biggest observer of customer service. I could be in line at the fast food restraint critiquing the customer and employee exchange or at a high-end resort picking out the areas that they may be falling short in providing the best overall customer experience. Actually my family is so annoyed by it I am often standing there alone when the customer in front of me might be getting the short end of good customer service because I will probably say something to the service provider when it is my time. I feel compelled to let them know what I see and simple ways it could be improved. Here are a few easy tips that can and will help your next customer exchange.
If you think that I am alone in the world of forming an opinion of a service provider due to the interaction I observe from the previous customer then you are crazy. I would venture to guess that every customer is very aware of what is going on around him or her and it weighs in heavily on his or her overall assessment of you. Remind your staff, they are on stage from bell to bell and if they need to get something off their chest or out of their head then they need to exit stage left and get off the service drive.