Any real fan of Road House (1989) knows that when Dalton gives his famous “Three Simple Rules” speech, he actually combines two rules into the first rule, giving his bouncer team four rules: “All you have to do is follow three simple rubies. One: never underestimate your opponent. Expect the unexpected. Two: take it […]
As we learned in The Customer is Not Always Right, good customer service means never having to say you’re sorry. In other words, if we want the customer experience to always be a positive one, then our customer service efforts cannot be focused on solving issues, but instead on preventing customer service issues before they […]
Enough about leadership with this series for a while; let’s jump back onto the front lines. Great customer service from a frontline employee comes from being aware: aware of your surroundings; aware of the rules; aware of your strengths; and, especially, aware of your customer. What do you mean, aware? Great poker players, salespeople and […]
Leaders who like being snowed about how their customers are being treated ask single, closed-ended questions like “Did your team institute the customer service policy we discussed?” or “Did you satisfactorily solve that customer issue that arose last week?” The answers to questions like these always match what the leader wants to hear; “Yep.” Conversely, […]
As we learned in the previous post in this series, creating great customer experiences are a top-down proposition. In simple terms, this means how you treat your frontline employees is likely how they will treat your customers. So, if you’re fair, thoughtful, and respectful with your frontline teams; then you can expect they will be […]
Haven’t you heard? The Leads Are Dead! According to those who struggle to generate consumer sales leads for businesses, “Sales leads are dead.” Furthermore, these (interestingly, mostly digital) marketers claim that today’s connected consumers are simply unwilling to trade their personal information online in exchange for some promise of pricing or other product data. What? […]
Let’s recap a few of the things we’ve agreed to so far in this series: that is, that good customer service is not about solving issues, it’s about not having issues in the first place. Furthermore, if we can provide good customer service, this leads to higher customer retention, a willingness for people to spend […]
So, you think Disney is pretty good at customer service, do you? They have the pedigree; and they certainly must have a reputation for effectively solving customer issues, right? Well, no, actually. Disney is not all that great at solving customer issues. It’s not just Disney, but Ritz-Carlton and Chick-fil-A are also not all that […]
Think what you will, but the customer experience is exactly what your customer says it is. Their perception is their reality, and their perception is all that matters. To put it more succinctly: the perceived experience is what matters. How is the experience with your frontline team perceived by your customers? Would customers say that […]
As we learned in the previous post, little things like eagerness can have a huge impact on how your company’s service is perceived. At Chick-fil-A, for example, having eager employees who serve decent fast food with manners makes all the difference. Conversely, little inconveniences I call Tiny Hurdles and Miniature Hassles can have an adverse […]
Wanting to serve the customer – being downright eager about it – is easily projected. Customers feel this and they appreciate it. Moreover, the more eager you are to serve, the more likely customers are to forgive mistakes. You cannot hide genuine eagerness. Likewise, you cannot hide a lack of genuine eagerness. Being eager, I […]
Actually, let’s clear some things up right from the start: Chick-fil-A doesn’t provide “mind-blowingly great” customer service… and, there is no secret to what they do. In fact, the title was just click bait. The customer experience at Chick-fil-A is good. Compared to their competitors, it’s great. Compared to a First Class seat on Emirates […]
You’ve probably heard (more than once) that the customer is always right. They are not. Of course, they don’t have to be right. They are your boss’ boss. They pay the bills. The customer is not always right, but they are always the customer. Now that we understand that, let’s talk about what we mean […]
Over the years, I’ve met a number of department managers (even those making their living in the sales arena) that will openly question why the customer experience matters? Why, they’ll ask, do we need to focus so heavily on doing more than just delivering a good product at a good price? Why isn’t ‘good enough’ […]
Car Dealers Want to Know How to Attract and Sell the Millennial Buyer In 2015, I attended a meeting where I observed an “expert” on Millennial Buyers as he addressed a gathering of dealer principals. This “expert” was himself a Millennial, so the OEM who paid five figures to arrange for this “training” felt as […]
Attention All Digital Marketing Snobs: local newspapers are still doing a good job of driving value for local businesses looking to get their messages in front of local consumers. Yes, ad revenue is down, but so are ad rates. And it’s these lower rates that now make it attractive for everyone from car dealers […]
Ha, just kidding… There are no viable Pokemon GO marketing strategies for car dealers to employ in 2017 that will provide them with any kind of advantage or genuine ROI. STOP CHASING SHINY OBJECTS! If you’d like to make a difference with today’s connected customers, you should check out the recording from the Undeniable […]
Sales are flat – we need more training! Turnover is up – we need more training! Grosses are down – we need more training! We just got a bad review – we need more training! Salespeople aren’t making their calls – we need more training! I can almost hear Jan Brady now: “Training, training, […]
Craigslist Posting Basics for Car Dealers I’ve shared versions of these Craigslist best practices with clients and on the various industry discussion forums over the years, yet never thought of organizing these into an article until someone asked me recently if I had these tips all in one place. Hmm, good idea… so, here they […]
As I’ve written before, your website has just two goals: Attract and Convert. Your site should be constructed in a way that is search-friendly so as to attract visitors; and then once they’re on your website, your only goal is to convert those visitors into buyers. That’s it; the only two goals. Unfortunately, while […]