What customers See can affect Customer Service

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.

• Let’s say you went to a restaurant and no one greeted you for five minutes yet workers walked right by you. How did you feel?
• Perhaps you were in a department store and could not find anyone to answer your question, so you walked all over the store, still finding no one. What was your impression?
• Maybe you asked someone a question and she ignored you or never returned with an answer. How did you react?
• Or, let’s say everything in a store you visited looked messy and sloppy. Were you happy to do business there?

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.

• When you get out of your car each day and head into your dealership, look around outside and think, This is what my customers will see. Does it give a good impression? If not, fix it.
• When a patron comes in, someone from your dealership needs to acknowledge that person. Even if the salesperson says, “I will be right there,” people will wait because they will have felt noticed.
• Give people your full attention. Give them your focus. That gives people comfort. They will feel you care about them.
• Make sure all your employees are actively doing something during business hours. Nothing looks worse than people standing round. If anything, it looks desperate. Get your employees on the phones,
  studying information on product, following up with clients, etcetera.

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

www.ipsforyou.com