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Richard Holland

Richard Holland Managing Director

Exclusive Blog Posts

The Recruiter: Episode 4- People Use Google to Find Jobs

The Recruiter: Episode 4- People Use Google to Find Jobs

How to title your help wanted ad so it gets found on the internet. Please use Google in their job search. Use what people call themselves on their resu…

* The Recruiter* Episode 3 Law of Diminishing Return

* The Recruiter* Episode 3 Law of Diminishing Return

When do you hire and how many? what are you basing your decision on? Don't decide by how many desks you have or that's what you normally run with. …

Lenders must lend or drivers won't drive

Lenders must lend or drivers won't drive

In my opinion, sub prime customers are being considered more risky by the lenders that once targeted them. Even traditional co-signers are proving not to b…

4 Reasons to Improve CRM Utilization in 2017

4 Reasons to Improve CRM Utilization in 2017

Yes, dealers are creating a tremendous amount of data. The problem is, most of it is junk. Data is like this 1958 Tops Baseball Card complete set. You have…

Your Car Repair Shop Should Appeal To Parents Whether It is At a Dealership or Privately Owned

Your Car Repair Shop Should Appeal To Parents Whether It is At a Dealership or Privately Owned

Running an auto repair means that you have to take care of all kinds of details including scheduling, discipline, and customer service. Giving a customer t…

Why People Are Skeptical Of Great Customer Service and How to Use that To Your Advantage

In today’s world, there are many standout companies when it comes to customer service; Zappos and Nordstrom being a couple of examples. These companies focus on providing their customers with world-class service and, because of that, people are willing to pay more while maintaining fierce loyalty. Not only do these companies earn the loyalty of their customers through the service experience, they transform many of them into brand advocates. The reason their customers patronize them and recognize this level of customer service is that it is, unfortunately, not the norm in today’s world.

Zappos and Nordstrom are not in business to lose money. In fact, both companies profit through their reputations of providing great customer service that, in turn, increase their customer base by attracting new customers eager to share in the experience.

The Olive Garden restaurant recently sympathized with a patron whose parent’s house had just burned down and decided to comp the party’s entire meal. The patron posted a photo of the comp’d receipt to the Internet in an effort to thank and show appreciation for the Olive Garden’s good deed. Because people aren’t used to acts of kindness and service from companies, many were skeptical and questioned the receipt as a PR stunt even after the patron posted links to news articles reporting the house fire and the Olive Garden’s PR agency denying their involvement. The photo quickly went viral and has not only spread through social media but has also been picked up by prominent news agencies like Yahoo!, The Huffington Post and the Consumerist.

By providing an exceptional customer service experience; your customers will become loyal and share their experiences with others. Even though people may begin with skepticism, by providing a consistent experience of excellent service, word will spread and customers will not only go out of their way to patronize your dealership but also to encourage others to do so.

Through technology, we’re more capable than ever to provide this experience to our customers in an easier, more efficient manner that will lead to increased revenue, loyalty, customer retention and consistently excellent CSI scores while allowing you to maintain an acceptable profit on your services.

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