Tag Archives: customer service

Customer Expectations and the Crazy professor

One of my college professors was famous for a crazy stunt that he pulled every semester. On the first day of class, he would introduce himself, take off his shirt and jump out the window. A few minutes later he returned to the classroom, calmly put on his shirt and asked, “Do I have your attention?”

He certainly did.

It turns out this guy wasn’t crazy at all. Do you know how hard it is to capture the attention of a bunch of jaded students? I would guess it’s almost as difficult as capturing the attention of a bunch of jaded car shoppers.

Many car dealers have mastered the art of getting attention. Think of the inflatable gorillas, wavy tube men and thousands of balloons that adorn lots everywhere. Think of the dealers that don 10-gallon hats and scream at the camera that this is the best deal of all time.

It’s one thing to be able to get attention. But the real question is, once you have that attention, can you deliver an experience that meets customer expectations?

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With competition at an all-time high and sales margins shrinking more and more each month, no dealership can afford to ignore inbound call handling. In this eye-opening one-hour webinar recording, Bill Wittenmyer of ELEAD1ONE shares strategies, tips and tricks to improve inbound call handling performance and convert more valuable phone leads into appointments.

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I recently moved into a new house. The first day consisted of closing on the house I sold, followed by the new house closing. Afterward, as I approached my new home, I noticed my brand new refrigerator sitting in my yard with the door handles lying on the driveway. And, the people delivering my new toy were standing in my living room looking at doors trying to decide how they were going to get this monster into my kitchen. Read More

Think back to a time that maybe you had gone a while without a customer or an opportunity. When you finally got that customer, what did you do? What did you see others do? I remember a salesperson that I worked with named Don. Don would literally have the customer move in with him. His welcomes appeared as if he was greeting a friend not seen in years. This customer would have an experience like no other. They would need to “pack a lunch,” because Don would meet with the customer for hours – not wasteful hours but quality time and the customer never complained. Don would get to know everything about the customers, their family, and what they wanted or needed. Don’s vehicle walk around would make the designing engineer blush. He would get in the trunk of the car to show the room and hang on the door to demonstrate the strength of the hinges. You name it; Don did it and did it very well – like it was his last customer or last sales opportunity. To the customer, it was an experience like none they had ever received.
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Five Fs for success

In a recent interview, I was asked how I became successful in the auto business. I thought for a moment and said, “Well, I’m not sure I consider myself successful yet.” After a bit of obligatory laughter, the question was reworded and I learned what they actually wanted to know: What is the best way to stay in a constant state of improvement? I gave a condensed answer that was authentic but brief, focusing on the fact that our business is one of the greatest in the world. In this business, you can be anyone, from anywhere, and regardless of your background you can become extremely successful and rise quickly with the right tools and support. I have seen it happen many times. We work in a great industry! Read More