We have heard Gary Vaynerchuk talk about the value of thank you and caring about your customers. Many startups and small businesses have heeded his advice and reaped the benefits. The fact of the matter is that it applies to big businesses too!
I just finished the acquisition of a new vehicle from a local dealership that my family has done business with since 2005. The experience was amazing and I thought it would be interesting to talk about some customer service points that stood out during the process.
Knowledge
Whenever I’m looking into a new car I take time to research and compare multiple vehicles. When I arrive at the dealership to talk, I try to know more than the sales rep I am doing business with. Needless to say, I’m not always successful, which is the point. When I’m talking about the car in question I want my sales rep to know everything possible about the car. If not, I look for them to get the answer. A sales rep that doesn’t typically loses my business.
Attitude
You can have all the knowledge in the world, but if you’re an ass, that’s a deal breaker. For me this is hard. My blunt personality leads to some awkward situations, often leading to an “ass moment”.
Our sales rep has always had a great attitude. I know at some moment I have made a statement that was an “ass moment” and she has always handled it professionally. Not only that, I have never seen her without a smile. Always a gentle greeting and eager to get you in the car you need.
Customer Focused
Immediately when we walked in the door, we were greeted by the staff. 9 times out of 10, this really annoys me when I am car shopping. I like to browse the lot and check the vehicles out. Our local dealership knows this about me, so they will say “How are you doing, Gary? How’s the family?” and will go on with their business.
When it’s time to talk business, they don’t ask for all of my personal information and perform an immediate credit check either. I despise that process. They discuss all options and when I finally say it’s time we do business.
Your Staff Matters
We continue visiting Vic Bailey Imports primarily because of the relationship we have built with our sales rep. She’s been there since 2005 and is very successful. Her friendly personality, knowledge, and desire to meet her customers’ needs are essential in her success. For me, I will continue doing business with them as long as she and others are still there. I have no reason to go anywhere else.
Tags: customer service