Mike Gorun's Blog – December 2016 Archive (4)

Paying It Forward

Auto dealers are well known for their huge support to local communities. Especially around the holiday season when they do many good deeds including toy drives, donations to food banks and a variety of other activities that have special meaning to those particular dealers. It’s noble not to “brag” about the great things we do as businesses. In fact, many repeat good-deed…

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Added by Mike Gorun on December 27, 2016 at 10:03am — No Comments

Surprise and Delight EVERYONE, Customer or Not!

What would you do if a customer was injured at your dealership and you were at fault? I don’t mean serious injury or anything like that. Perhaps just a bump or scrape? Most businesses would apologize or, at the very least acknowledge the mishap to the customer. Perhaps send some flowers or a gift card. You certainly wouldn’t want to ignore it, right?

 

Well,…

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Added by Mike Gorun on December 20, 2016 at 9:41am — No Comments

Feedback Is Important; if Interpreted Correctly

Customer feedback is important to any business’ growth. That’s why many send out customer satisfaction surveys and managers pay attention to that feedback.

 

However, sometimes the feedback system is faulty or gets misinterpreted to the point of being useless. Take the feedback system Uber used to have. At the end of each trip riders were prompted to leave…

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Added by Mike Gorun on December 13, 2016 at 9:20am — No Comments

Customers Are “Hooked On a Feeling”

In their new book, The Intuitive Customer, authors Colin Shaw and Ryan Hamilton contend that companies that try to fight declining customer satisfaction by lowering prices are going about customer satisfaction the wrong way. Instead, they state that the magic to winning customer loyalty is based on…

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Added by Mike Gorun on December 7, 2016 at 9:10am — 3 Comments

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