Are You Training Customers to Blackmail You for Service?

If you hold a management position in the retail automotive industry, you’ve probably had a customer attempt to leverage something to get what they want. Whether it was an unreasonable request, or simply a last-ditch effort to get a perceived wrong made right, many of you will have run into this situation.

 

In the past, a customer’s leverage was typically the impact a poor survey would bring to the dealership. And, this is something customers still threaten if they feel there is no other avenue of recourse. Of course, today’s consumers are much wiser to the power of a poor CSI survey, especially when most dealerships continually reinforce the importance of “perfect” survey results.

 

Today, there are many other channels for consumers to vent their displeasure and leverage to get what they want. But, other than the odd customer that uses these tactics malevolently, what about those who simply seek customer service to fix a simple issue? Perhaps they had a bad experience, a promise was unfulfilled, or work was incomplete or poorly executed. Maybe they attempted to reach the dealership by calling, emailing or visited the dealership in person to get their problem solved directly, but were unsuccessful.

 

Well, according to an article in Forbes, businesses are inadvertently telling consumers that going directly to the business to solve customer service issues isn’t effective. Because, when they do, the business either fails to pay attention, or prioritizes their complaints lower than it should. However, when a customer threatens to trash a CSI survey, or to post bad reviews in every place possible, the company will suddenly pay attention and give the customer the attention they demand.

 

The perfect storm of technology which amplifies the consumer voice through social media and review sites has taught businesses to pay attention to those sites. At the same time, consumers have caught on that these venues are effective to get attention for their complaints.

 

What’s the solution? The best policy is to pay attention to customers through all channels and work to rectify customer complaints no matter when or where they happen.

 

In this age of customer experience, customer service and satisfaction are more important than ever. We can no longer afford to ignore, procrastinate over or neglect any customer’s concerns.

 

Consumers have a lot of choice when it comes to buying and servicing their vehicles. With profit margins shrinking and competition growing it makes sense to ensure the customer is king – to handle all customer service issues and complaints just as promptly and with as much enthusiasm as you would if they threatened a poor CSI survey or posted a negative review. A reactionary customer service strategy is probably not the best policy.

 

Once consumers realize that they don’t need to resort to strong-arm tactics to get you to care, they will believe that you actually do. And that’s how relationships stay strong and businesses flourish.

Views: 36

Comment

You need to be a member of DealerELITE.net to add comments!

Join DealerELITE.net

Latest Activity

Dan Beres posted a blog post
11 hours ago
Walter McNulty posted a status
"We are ready to finish the month strong! Can you say the same. www.pdsforyou.com"
11 hours ago
Bill Wittenmyer posted a video

Witt's Wise Words: The Importance of Being Prepared

In this episode of Witt's Wise Words, Bill Wittenmyer shares why being prepared is vital to success.
11 hours ago
Walter McNulty posted a status
"We will be heading up North for 9 days making a long road trip. I hope to stop in and see some new clients."
Saturday
Dave Anderson's blog post was featured

How to Play a Poor Hand Well w/ Thomas Bryant

We can all get dealt a poor hand from time to time, but how you respond and choose to play it will…See More
Friday
Walter McNulty posted a video

DigniFi

If you have a Automobile, RV or Motorcycle dealership you should have DigniFi. Call for more information.
Friday
Dave Anderson posted a blog post

We're there!

Wherever you listen to podcasts, The Game Changer Life is there for you. Subscribe today and get…See More
Friday
Bill Wittenmyer posted a video

Freebie Friday: Nurturing vs Closing

Bill Wittenmyer shares the difference between nurturing and closing in this episode of Freebie Friday.
Friday
Cory Mosley posted videos
Friday
Scot Eisenfelder posted a video

Why People Defect in Service

CEO & Executive Chairman Scot Eisenfelder explains why customers defect in service in this video blog.
Friday
Jim Flint posted a blog post

Now Part of a Now Business

Jim Flint explains how Local Search Group got its start in terms of being the "Now" Part of the…See More
Friday
Mike theCarGuy Correra posted a blog post

Why I work for DealerBuilt...

When I am asked why I work for DealerBuilt the first thing that usually comes to mind is the review…See More
Thursday
Michael Trasatti posted a video

Don't Let Customers Get Lost

DealerBuilt CEO Mike Trasatti explains why dealers need to ensure that customers aren't in the dark when things go wrong. DealerBuilt’s mission is to make a ...
Thursday
Stephen Coambes posted a blog post
Thursday
Damian Boudreaux posted a blog post

Carlos Huerta’s First Week

Welcome back to our new video series,…See More
Thursday
Sally Whitesell's blog post was featured
Wednesday
Cory Mosley posted a video

Jeff Clark of SOCIALDEALER

One of the first guys to raise his hand and support me back in 2005 when we started our 1-day workshop The Online Sales Success Workshop was Jeffery Clark, s...
Wednesday
Walter McNulty posted videos
Jun 11
Walter McNulty posted a status
"More work for Flawless Auto Mall"
Jun 11
Dave Anderson posted a blog post

How to Play a Poor Hand Well w/ Thomas Bryant

We can all get dealt a poor hand from time to time, but how you respond and choose to play it will…See More
Jun 11

Get Newsletter

© 2019   Created by DealerELITE.   Powered by

Badges  |  Report an Issue  |  Terms of Service