Dealers are great at creating expectations. They advertise their dealerships as family owned, friendly, hassle-free and low-price leaders. These promises are what motivate the customer to call in the first place.
Then the expectation gap opens up. Typical problems that dealerships run into include:
- Calls getting put on hold, transferred to voice mails, routed to a carousel of wrong persons, or worse, disconnected
- Customer does not get the information they called for, such as a price quote, or
- No one returns the customer’s call.
When these things happen to your customers, your dealership instantly loses credibility. You promote how easy it is to do business with you, but that’s not what customers experience.
It’s not difficult to fix your phone processes, but it does require a strategy. Try these tips to help bridge the customer expectation gap at your store. Read More