Who owns the customers? Where do your employees work? Are prospects even being called back? Some dealers don’t know. All because we allow some of our sales team members to do it their way. You’re feeding into their problem.
I’m asking you to ‘Just Say No’ to…
1) Letting salespeople use their own personal email addresses when responding back to customers.
2) Allowing salespeople to make all of their (so-called) follow-up calls to happen from their phones.
The prospect submitted a lead into your store… not your salesperson. So do not allow your team to respond back from their own personal @aol, @msn, @yahoo, @hotmail accounts when contacting the customer. You are a business. Act like one and require your employees to use company-only email. It helps with the branding and it clears up confusion for the customer. Moreover, it ensure you and your software are retaining the customer in your system.
And stop letting your salespeople convince you that they’re making their outbound calls from their cell phones. It’s BS. It shouldn’t be allowed. They are likely lying about the amount of calls, but either way, it is disconnecting the customer from the dealership. While I know that the employees own the relationship, the companies own the customers. If a customer isn’t answering attempts from the dealer phones, I’m fine making a call attempt or two from the employee’s cell, but not all.
These two problems are really just lazy employees’ drugs of choice. It’s called “because it is easier for me” and they spike it into their veins every time they choose to do it their way. Step in. Get involved. Call an intervention. And break this bad habit cycle before it affects the dealership as a whole.