Today I stopped by the car dealership to ask 2 questions; one pertaining to warranty coverage for rust that showed up on my car that is only 2 years old and the other question was pertaining to the possibility of trading in my car for a newer model. My experience was ghastly! This blog is for the unnamed car sales and and service technician who helped me (well not really) today. What the both of them did was help me decide that the next time I purchase a vehicle I should and will go some where else.
Folks, it doesn't' have to be this way.......take my advice and consider taking some of these proactive steps with your customers and potential customers.
It is important to build on existing relationships with customers and clients before there are issues. Here are a few suggestions in taking the more proactive approach to servicing existing customers.
1. Promote additional programs. Initiate further incentives that will enhance the sale. This can increase add-ons and cross-selling opportunities, giving the customers a value-added experience.
2. Create a message. Having a consistent company message ensures customers that from purchase to usage your company supports them. Coach sales team to stay on this message.
3. Follow-up on sale or service. A simple phone call or follow-up letter can go a long way; people appreciate the time you spend on fostering the partnership and make the odds of repeat business very likely. If there are issues, it will be easier to right the situation because they did not have to make the effort in contacting you.
4. Be prepared. This includes knowing what is expected, professionally handling what you didn’t expect, going the extra mile, and acting as customer advocate.
If you want to ensure happy customers don't wait until they are unhappy to try to and delight them, it's too late!
Wednesday, June 22, 2011
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