Customers don’t necessarily arrive at your dealership expecting a great experience. When it comes to service, many dread a higher-than-normal repair bill. They expect to hear additional maintenance is needed, but don’t want to spend a lot of time at the dealership and can get annoyed if made to wait longer than anticipated.
Whether this annoyance due to long wait times applies to your dealership or not, many customers do, in fact, arrive at your dealership with these frustrations in mind. Before they’ve even pulled up into your service drive, the customer may already have set the tone for a poor customer experience. That needs to change.
How can a dealership alleviate these concerns; make the customer feel welcome and ensure they leave satisfied and happy? Perhaps it will help to take some lessons from a customer experience expert’s playbook.
I am sure most of you have heard about the Ritz Carton’s legendary approach to customer service. Even Apple sent their staff to Ritz-Carlton training before they opened a single retail store, according to a recent article on Entrepreneur’s website.
Based on this acclaimed training, Apple employees now follow three simple customer service steps which any business, including your dealership, can follow to improve the customer experience. They are as follows:
A sincere, warm welcome can go a long way towards increasing the customer’s experience right at the start of the transaction. This helps set the right tone for the entire customer transaction.
These points were good enough for Apple to adopt, cost little or no money, and can increase revenue while retaining more customers. So, if your customer experience could use an upgrade, what are you waiting for?