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Todd Katcher

Todd Katcher Managing Partner

Exclusive Blog Posts

Top Reasons It's Time to Breakup With Your Vendor

Top Reasons It's Time to Breakup With Your Vendor

Vendor relationships are business, and while that is not to say that relationships develop with the people you work with - at the end of the day, it is abo…

The Perennial Sales Starter Kit

The Perennial Sales Starter Kit

Outside of having some online training that I could do on my own time, a 2-Day Sales Training Course, shadowing the top Sales Consultant (at my initiative)…

How SEO Impacts the Service Department

How SEO Impacts the Service Department

Digital marketing in the dealership often is viewed and conducted solely from a sales perspective. But the service department, often called the "backb…

What 89% of salespeople are failing to do...

What 89% of salespeople are failing to do...

  According to Dale Carnegie only 11% of salespeople ask for referrals. We all know how valuable referrals are but when it comes time to ask for a …

Why Your Online Shoppers Don’t Take the Bait

Why Your Online Shoppers Don’t Take the Bait

You think you’re dangling an enticing lure in front of your customers’ eyes. You plan to set the hook and reel them in. But what you don&rs…

A Customer's Responsiblity

The customer / vendor relationship is an important one. Customers rely on vendors for different aspects of their business that affect their bottom line, in one way of another. Vendors rely on customers for income — and a bad experience can lead to a drop off in current and future business.

Following up on the last blog "Who's Fault is it?" this article, I will recommend 10 things that a customer must do to preserve the value of a relationship with the Vendor. And since relationships go both ways, another article will document ’10 Things Vendors Must Do!’

Let’s say these are in random order to prevent comments about importance. Feel free to add your own in the comments:

1. Provide updated email address and phone numbers

2. Forward “expired” emails to new people

3. Pay bills in a timely manner or communicate otherwise

4. Provide multiple people for contact — including product maintenance and billing

5. Reply to email newsletters with a simple “thanks” or questions goes a long way

6. If you receive a voicemail, it’s OK to reply in email to say you received it and everything is OK with the account

7. Allow time for new staff to get training on systems

8. Follow the Vendors support protocols

9. Communicate any features that are lacking and the priority it is to your business

10. Be as courteous to the vendor’s timeline as you would expect them to be to you

Overall the most important point in any relationship is communication. If both the Customer and Vendor have an understanding of each others needs, then they can forge ahead in a long-term and profitable business relationship.

Todd Katcher
Digital Dealership System

c: 615.669.5244
twitter: @digitaldealers

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