Car Dealer Social Network
I just had a great experience at the 2010 NADA (National Automotive Dealers Association) convention in Florida.
I met many great dealers who were excited about their prospects moving into the New Year and many vendors who had some exciting new technologies and strategies for getting more people to the dealers’
stores.
I was asked many times what my company does and my response was, “Improving customer service and sales through consistent training and development. We focus on everything that happens at a dealership, not just the interaction of the salespeople or what technologies are being used.”
To explain my point, I posed this question to some dealers: “Has there ever been a time when what customers saw upon coming to a dealership negatively affected their willingness to buy?”

Each dealer had multiple stories, from customers having to walk through
a messy smoking area to salespeople grouped together right by the door
on a Monday morning, sizing up the arriving customers, to messy coffee
areas, to – the worst situation in my mind – an incoming customer
receiving no greeting for minutes at a time even while the customer can
see salespeople standing there looking back at him yet not moving at
all.
How unsettling.
So, when they asked me, “What would you recommend?” I responded simply as follows:
How do you respond to poor customer service?
For example, think of a bad customer experience in which you were on the receiving end.
If this type of behavior bothers you, then why would you allow these things ever to happen at your dealership?
Four things you can implement immediately that will have an impact on improving Customer Service.
Creating an environment where people want to spend more time takes only a little effort every day from all employees. If everyone is focused on how the dealership looks, it makes the atmosphere energetic
and inviting – and that makes people feel more comfortable and willing
to do business with you. Even if they do not buy today, when they are
ready to buy, they will come back to you.
Sometimes it is not the sale itself but where the sale takes place that makes the difference.
Let me know your thoughts.
Glenn Pasch
President
Improved Performance Solutions
Tags: Automotive, Call, Center, Glenn, Improved, Pasch, Performance, Service, Solutions, Training
© 2010 Created by Brian Pasch.
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