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: 29

Comment

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

Join DealerELITE.net

Latest Activity

Anna Wrench posted a blog post

The Buyers Guide To Car Covers

There are many different types of car covers available on the market, and before purchasing one, it…See More
1 hour ago
Samuel posted a blog post
4 hours ago
Lois Burak posted a blog post

Is Your Digital Marketing Strategy Just OK?

To solve issues within most businesses an effective way is to use a compartmentalize strategy. Back…See More
13 hours ago
Simon Hopes posted a blog post

Top Five Tips for auto Intranet Setup

Setting up an intranet can be a daunting process for any business. After all, no matter how…See More
22 hours ago
Terrel Watkins posted a blog post
yesterday
Joel posted a blog post

Why are Fridays Good?

For some, this is Good Friday. For others, it is TGI Friday (I don't mean the restaurant).What's…See More
Friday
Sally Whitesell posted a blog post
Friday
Dave Anderson posted a blog post

Leading with Level One Accountability

There are four levels of accountability in any organization, and within the departments of that…See More
Friday
Scot Eisenfelder posted a blog post
Friday
Jim Flint posted a blog post
Friday
Cynthia Madison posted a blog post

Important considerations before buying your first car

Pollution became a matter of great importance in the past few years, considering the impact it has…See More
Friday
Bill Wittenmyer posted a video

Freebie Friday: How to Combat Flat Vehicle Sales

Bill Wittenmyer explains why dealerships shouldn't be afraid of slowing vehicles sales and the actions they can take to remedy that in this episode of Freebi...
Friday
Andy Church posted a video

Profit By Action Quick Tip: Prospecting

Sales people are not order takers. It is your responsibility to understand that your sales process starts with PROSPECTING, not the meet and greet. This Prof...
Friday
Yogesh Sashi posted blog posts
Friday
Jeff Cowan posted a blog post

Write Service Podcast: Episode 64- Holidays, Events, and Excuses

This week, Jeff covers three points about this maximizing this upcoming season of holidays and…See More
Thursday
Jeff Giere posted blog posts
Thursday
Brett Sutherlin posted a video
Thursday
Stella Lemon posted a blog post

Bike Information with Bike Owner Details

Check bike information and registration details with Owner Details, RTO, Insurance, Make model,…See More
Thursday
John Sternal posted a blog post

Swapalease.com Announces Its Top Vehicles for The Summer

Users Voted on What They Believe are the Top Vehicles for the Summer Months Based on…See More
Wednesday
Damian Boudreaux posted a blog post
Wednesday

Get Newsletter

© 2019   Created by DealerELITE.   Powered by

Badges  |  Report an Issue  |  Terms of Service