Customer care – More than just a smile
Ask any dealership team whether they care about customers and the answer is almost always “oh yes, of course we do.” But when you dig beneath the surface, when you walk the showroom floor, sit in reception, or listen to follow-up calls, the truth is often very different. Look we know that some customers can be difficult, and they can cause dramas, but what is important is that most of them are good people who just want to be looked after (by you and your team if you are up for it!) and yet, we often treat the good ones, like we do the difficult ones, not so well. We’ve walked into dealerships where the sales team is buzzing and professional, but the receptionist seems fed up. Or where the service team is under the pump, phones ringing off the
Read More
