Over the last seven years I have had the opportunity to be exposed to some good and some not so good service managers. From both I have learned a lot and applied many of the skills that have been taught to me. For the most part all the steps to having good customer service scores and good sales numbers are similar but what I have come to figure out, my customers come to do business with me. To this point I am reminded everyday how lucky I am to have a customer come and want to do business with me so I apply the following tactics to every customer I am help in service. This way I know, I have a good opportunity of keeping a customer coming back even after their second, third and even fourth vehicle purchase.
Preparation – Know your customer before they come in. Quickly look at your appointments for the day and review their history. They simply may be coming in for a routine service visit or are they returning to complete the recommendations from the previous visit or are they there to have the special ordered parts installed. In any event make sure you know your customers intentions for coming in.
Greeting – Sure, you want to have open body posture, a good smile and a warm welcome but the thing that my customers love the most is that I’m out to their car before they can even gather their stuff, turn the car off and open the door. Right about then I hit them with a warm welcome and remind them about the things we are doing today.
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