"I absolutely recommend Will Guidera's book: Unreasonable Hospitality. He provides super valuable insights on how to deliver incredible customer experiences" - Erica Bruno
If you're thinking about how to up your customer service game, we have a couple of suggestions:
Get your team together
If you want to get your team on the same page, they have to be the ones who decide what it means to go above and beyond. They'll be more apt to maintain those standards if they set it for themselves. It also gives them permission to do what it takes to make a customer happy, which is a win-win for you and them.
What's in it for me?
You know when you have a happy customer, you get:
An advocate for your dealership
Loyal, repeat, customers
Unforgettable experiences for both the customer AND your employee.
How can I Create a Personalized Experience for My customer?
Creating a lasting impression for you customers isn't just about a singular experience when they buy a vehicle from you. It's about all the other experiences before and after.
When someone walks into your dealership, are they met with:
A smiling face
An offer of a cold beverage or a snack
Little to no wait time
A comfortable seat if they do have to wait
When your Sales team meets with your customer:
Do they remember the customer's names
Do they spend time getting to know the customer beyond what vehicle they're looking to buy
Do they find appropriate alternatives for the consumer when a barrier is hit
On the test drive, is the vehicle suitably warmed up or cooled down ahead of time?
After the sale, does your team do the following?
Follow up to make sure they like the vehicle, and see if they have any questions
Reach out on important dates like birthdays, anniversaries etc.
Follow up with non-car related conversation points
Make it easy for them to schedule all their vehicle needs with a service center that:
Offers rides to and from the service center
Mobile Service Centers for even greater convenience
Creating a personalized experience for your customers isn't hard, especially if you start with the basics and build from there. In an industry where everything is race to the lowest price, your dealership has to stand out, and the best place to start, is with your customer service.
For more ideas on how to improve your customer service, connect with Erica Bruno here at CBC Automotive Marketing.
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