When was the last time you actually “enjoyed” a car buying experience? The answer for me is never is the past 40 years,,,until I recently visited the Fields Chrysler Jeep Dodge Ram dealership in Sanford, Florida to purchase a car for my wife.
As a customer service consultant and author, I was blown away with the personalities, knowledge and candor of our sales representative (Ryan Eiland), Ty Brown (Sales Rep) and New Car Manager, Brian Williams. In an industry with an often dubious reputation, these guys and everyone else we encountered at the dealership were a breath of fresh air and epitomize what I believe stellar global customer service should be. In fact, we were so impressed with their willingness to go the extra mile for a customer and take the time to provide that personal touch related to demonstrating that they really do care about whether the customer is satisfied, that we went back two days later and bought a second car for me!
I only wish that more organizations could “get it” like these folks obviously do when it comes to recognizing that the customer is the most important person they will meet on any given day in their workplace. By simply taking the time to make things right and help customers feel welcomed, appreciated and valued, they could raise their sales volume exponentially. Having a customer centric approach to doing business, as Fields does, is what separated the successful from the non-successful organizations in a competitive automotive marketplace.
I’d be curious to hear from anyone else about similar organizations and service experiences.
For ideas and strategies on how you can deliver higher quality service check out these books: Customer Service Skills for Success, How to Be a Successful Call Center Representative, and Please Every Customer: Delivering Stellar Customer Service Across Cultures.