Be Memorable: Shine Under Pressure

It’s that time of year again, your service department is suddenly bustling - People are getting their winter tires off, snow birds are back from their winter in the sun and looking for a spring tune up, “summer vehicles” are coming out of storage, and people are getting their vehicles road trip ready.

Because things are a little hectic, you and your staff may let customer service take a back seat to speed & efficiency.

I get it, it’s difficult to take that extra time to make each customer feel like they are your number one priority when you have a line up of people. And people do appreciate speed and efficiency, but not solely speed and efficiency.

Ask yourself this: Will they be back for their next service appointment based on how they are treated at this appointment? Would you come back if this was the service you received?

It’s a delicate balance - you don’t want to keep people waiting, but you also don’t want to rush the customer you are presently dealing with. So how do you keep everyone happy?

First off you want to be sure to make each interaction a friendly one. Treat each customer like they are the first of the day. Their time is precious too, so don’t waste it, but be sure not to be a  “transaction robot” either (clarification - talk to them in a familiar way, not as though it is strictly a business deal.)

Try thinking outside the box (the box being your dealership in this case), make the waiting time more pleasant -  maybe there is a coffee shop near by, why not give your customers a $5 gift card, that way they get a little surprise, and your waiting area isn’t over flowing.

How about a fully stocked mini fridge in your shuttle with bottles of water,fruit, muffins or granola bars, and mints.  It would be a nice gesture for people on their way to work; I would certainly appreciate it!

One of our customer’s has “Spa Day” every Tuesday for ladies. Their customers drop their car off at the dealership, then get a shuttle to the spa to get a manicure for free!! (or a pedicure for a mere $10). How brilliant is that?! I can’t think of a better way to spend that wait time!

Maybe you’re thinking “why is this girl suggesting we spend money on our customers? That cuts down on our profits.”

And to that I respond: Does it? Does it really?

Sure, providing these little extra perks won’t get the work done quicker, but it will create a more pleasant, memorable experience for your customers. And happy customers will:

a) come back to your dealership for their next service

b) tell their friends, family, co workers, and online communities about the great (and unexpected) customer service they received (free advertising!) 

c) when it’s time to buy a new car, where do you think they will go? My money is on your dealership.

So all that considered, do you think you’ll put in a little extra effort to create a remarkable experience for your customers? Even during the crazier times? In my experience, in customer service and in life - it’s how you preform under pressure that counts.