Tuesday, November 12, 2013

Business Tip #2: Give Exceptional Customer Service

Are you giving exceptional customer service? Can you afford not too?

This story is about a car I just bought my child. She is crazy happy with this new purchase and here's why:

Just before my suggy pop turned 18 she was in a terrible accident that totaled the Honda CRV she was given the year prior. This car was t-boned when she made a poor driving decision.

I wanted to get her a dependable car for less than 10k. This is a hard price point to work with. But, after the long search I finally got the call. The car was found and it was about half the price.

It was perfect except it was a stick. She wasn't the best at driving standard cars. The original car salesman said he would teach her. Unfortunately, that didn't happen. But, a new salesman understood my frustration and helped me out with the driving lessons. Why? Because he understands the value in doing what you say to keep or earn a loyal customer. 

I know that giving someone driving lessons is above and beyond what is normally expected, but if you say you are going to do something—do it! Under promise and over deliver wins raving fans. 

The truth is, every car I have ever bought has been from this dealership. Every one.  Why not treat me to your best? It's not about the sale today it's about building lasting relationships that can continue to grow your business and in this case repeat sales and referrals to my friends. 

This new salesman is looking for two more cars for me. One for my baby baby ASAP and a new one for me with a purchase date in mid February. Both sales could have gone to my first salesman, but I prefer better service. 

Everyday we have an opportunity to give and do more for our customers, clients, and members. Customer service is judged from the customer's perspective. Remember that. You need repeat business to grow your business. 

Because of my long standing relationship with this dealership, I won't share the name of the original salesman but I will highly recommend Doug Alpers. He's awesome! 


11 comments:

  1. People like the first guy just want your money, the second guy cares about the residual affects and that you will tell your friends of the great job he did.

    ReplyDelete
  2. I guarantee you will always remember this and will buy from him for years. Now that is how to do business.

    ReplyDelete
  3. If you want loyal customers and more word of mouth referral, you have to give exceptional customer service and continue to show your customers you appreciate them! Hope you sent Miguel a thank you card. Just in case you didn't and would like to send one for FREE, with your photo on it, of course, just go to www.SendOutCards.com/Meli Let me know if I can help you in any way.

    ReplyDelete
  4. You are so right . Good customer service gets my money any day of the week.

    ReplyDelete
  5. Great Story, weird that the Dealer doesn't have you in some VIP list if you are buying there all the time... Good for Miguel Carter!!

    ReplyDelete
  6. Too bad for that "other" salesman and yay for Miguel, now he has a loyal customer thanks to his great customer service. I want a car too :P

    ReplyDelete
  7. I couldn't agree more. There's nothing more frustrating than someone not following through with their promises. "Under promise and over deliver" < This!

    ReplyDelete
  8. I know this post is about customer service but I can't get past how strong your daughter is to get back in the saddle after being in car accident that totaled her car! Good for her!

    ReplyDelete
  9. What great customer service, this is what I look for when visiting restaurants. Different medium I know, but great customer service is timeless

    ReplyDelete
  10. Customer service is key at all times - no matter what.

    ReplyDelete
  11. If I know a store has terrible customer service, I will refuse to shop there. I love finding places that truly put the customer first and will go above and beyond to make them happy.

    ReplyDelete