When I enter a new showroom for the first time, it’s never long before I make my way over to the service waiting area. You can tell a lot about a dealership by their service waiting area, and I get a kick out of most of them. I remember the old school waiting areas that flaunted a circle of plastic chairs around a small television, and a table off to the side with an old … [Read more...] about Service Waiters: The Overlooked Audience
Loyalty and Retention
With High Regard—What Buying a Mattress Taught Me About Customer Service at the Dealership
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
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?
Kissing Babies & Shaking Hands: Reality of Social Sales
Ali Reda sells more cars each year than any other human being on the face of the earth, and whenever he gets ready to leave a local restaurant, his wife and kids know it's going to take them a good twenty minutes to make it to the exit while Ali is shaking hands, working the room and making friends all the way to the door. Getting to know people. Letting them get to know … [Read more...] about Kissing Babies & Shaking Hands: Reality of Social Sales