The Buck Stops Here

I contacted my local dealer earlier today to confirm an appointment to have my car serviced. The first person I spoke with was very cordial and polite. As I waited patiently on hold to be transferred to the Service department a gentleman answered the phone, and in the most uninterested, unenthusiastic voice says:

Service: “How can I help you?”

Me: “Hi, I was wondering if you have time available for service this Friday?”

Service: “That depends, what do you need?”

Me: “My 20,000km service.”

Service: “What time would you like to come in, the day is wide open.”

Hmm, wide open? His earlier comment suggested they would only be able to see my car if it was convenient for them. Am I being to picky here?

Yes.

Why? Because the easiest sale you can make is to an existing customer, BUT doing so requires a consistently positive customer experience.

Relative to your customer service, ask yourself these questions:

1. How confident are you of your staff’s ability to continuously interact on a positive and energetic basis with your customers?

2. When was the last time you asked your customers about how satisfied they were with your level of service? If you did, what did you do with the information? Have you followed up to confirm if there has been any significant improvement in the customer’s eyes?

3. When was the last time you shopped your business?

Our studies have shown that more companies loose customers based on a bad customer experience than for any other reason. How happy are your customers?

© Shawn Casemore 2013. All rights reserved.