Customer Intake Experience
After their customer service representative tried to convince me the address on the label was correct, she finally accepted the information and began to repeatedly ask what my home address was. She then committed to a delivery of the product that I had already ordered, in about seven days. What I learned from this experience is that customer service far exceeds the level of important I had placed on price point on my purchase decisions. Unfortunately, this experience also brings to mind that many dealerships do not perform well in handling the phone.
In the Dealership
Customers in the dealership are often interrupted with advisors answering the telephone instead of taking care of their needs. They are put on hold with a request to return their call unanswered. The customers are not notified the parts are in, that were special order to fix their vehicle. We don’t provide the customer prompt accurate updates on their vehicle status.
Maybe you’re shaking your head saying yes we do perform all of these things. The truth we all must face is, the better our dealership handles the phones, our customer satisfaction, customer retention, profitability of the department, job satisfaction, all improve. Be sure your phone skills are always a focus of attention. Your processes must be driven by your customer’s phone experience and it is consistent. How many customers in your dealership are you losing every day by not handling the phone properly? I know Wal-Mart lost one.
Rob Gehring, President
Fixed Performance Inc.
Fixed Performance complete fixed operations coaching consulting