Recently, I set out on a quest for the perfect guest room mattress set. This mattress would be used around six weeks out of the year, mostly by our elderly parents when they visit. I had a decent budget, but I certainly didn’t want to spend more than a thousand dollars. As you can imagine, a name brand was crucial to field any potential commentary from the in-laws. I was a … [Read more...] about With High Regard—What Buying a Mattress Taught Me About Customer Service at the Dealership
Customer Service
Your Customer Communication Survival Guide for COVID19
We are in a period of great uncertainty. Travel is restricted; here in a suburb of Seattle, Washington (where I am writing this) events over 50 people have been officially canceled; gatherings of any size are discouraged; schools, churches, health clubs, hair salons, bars, and restaurants are all closed under mandatory order. And while many folks are working at home, lots of … [Read more...] about Your Customer Communication Survival Guide for COVID19
The New Customer Experience – Adjusted for Social Distancing and the Coronavirus
We are in unchartered and distressed waters, and we need to make adjustments now. The spread of the coronavirus (COVID-19) has caused a global social and economic crisis that is impacting billions. On March 11, the COVID-19 threat was elevated to a new level when the World Health Organization officially characterized the virus as a pandemic. Since, in the United States alone, … [Read more...] about The New Customer Experience – Adjusted for Social Distancing and the Coronavirus
Sales Opportunities Start… In Service?
It might sound counterintuitive, but one of your best ongoing opportunities for boosting dealership sales lies in the Service department. Consider the typical sales prospect walking through your showroom front doors. They wait for an average of six years between vehicle purchases.1 Their life circumstances are wildly different from the last time they bought, and yet they … [Read more...] about Sales Opportunities Start… In Service?
4 Types of Power Questions that Boost Your Influence
What you have to offer has a deeper more personal impact on your customers’ lives than you learn, lead, and leverage right now! Whether you are selling an appointment, a service, or a product, it’s not what you know about your offering that matters most, it’s what you know about your customers. No doubt, you have a great message, but if you never get your message through to … [Read more...] about 4 Types of Power Questions that Boost Your Influence