What happened to rolling the red carpet out for customers at dealerships ?

Years ago the managers met all the customers when entering the dealership . Everyone was offered something to drink . In many dealerships the kids got a coloring book or a balloon with a happy face on it . The new kind of training teaches us to hurry up and that customers don't want to waste time . Forget the long demo's and building value with that idea . A service walk is hardly done any more except in the better dealerships where it is required . We had product training every week to keep us sharp so we knew our product and customers felt comfortable talking to us because we knew what we are talking about . We had meetings every day and talked a lot about how to make it a great buying experience for the customers and what to do to make them happy . A lot of dealerships have gotten away from daily meetings . Seems like we had more rules we had to follow to insure things were getting done to make customers feel important . Every sales rep had there picture up on the wall showing how long they worked for the dealership .There was always some king of music playing to make customers relax . We understood how important it was to roll out the red carpet . It was more fun too and we all made money . Some of the old school ideas still work best , like rolling out the red carpet for customers .

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Comment by Fran Taylor on December 24, 2012 at 3:17pm
Sorry for the typo . I meant employees . Happy Holidays to all .
Comment by Fran Taylor on December 24, 2012 at 3:15pm
Thanks Bill and Pierre . They use to roll the red carpet out for emplywees as well . Pictures of all the sales reps out front . In the service dept I use to see the techs pictures and how many years they worked at the dealership . You never get hate mail for being nice to others .
Comment by Pierre Michel Bazire on December 24, 2012 at 2:39pm

I believe that most dealership take customers for granted that's all, and for that having a "formal" sales strategy regarding a true "positive customer experience", is just not a priority anymore.

Unfortunatly it will catch up with them faster than they can imagine.

Good post Fran.

Comment by Bill Gasson on December 24, 2012 at 12:54pm

Fran, Great reminder. Thanks

Comment by Fran Taylor on December 19, 2012 at 12:29pm
Great point again Lizelle . Some dealerships still do meetings with customers every month after the sale . They help them to know the car better , make there first oil change appointment , make sure they know the maintenance schedule and help them in any area . Food and drinks for all . Rolling the red carpet can be after the sale too . Thanks .
Comment by Lizelle Landino on December 19, 2012 at 11:50am

Fran! As you know I need no invite to make people think lol. I do know that I really wish we were able to see some more young, excited, driven sales guys on the floor.  I have to add that this though that my own kids proves that I might be wrong!!… The huge drop and quality to business engagement might be caused by…. the one and only…….SMARTPHONE!! I don't enjoy teenagers and and don’t think I enjoy the sight of the smartphone ethical drop either.

Comment by Fran Taylor on December 19, 2012 at 9:59am
Lizelle your comment made me think . You are right on with that one my friend . Much appreciated .
Comment by Fran Taylor on December 18, 2012 at 4:18pm
Thanks everyone . When new care were coming out we had them covered like a grand opening . People would be all over the show room just to see them . There was food and good times for all . Where did the good times go ?
Comment by Lizelle Landino on December 18, 2012 at 3:45pm

Red Carpet =  too much effort and thinking therefor ellimination is what our work ethic will desire:-)

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