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Tag Archives: customer service

Don’t let a potential customer walk away

I recently went to a car dealership to have my oil changed. I walked toward the lounge adjacent to the showroom, but instead of heading straight to the lounge, I wandered through the cars. A car junkie, I walked by a couple SUVs, stared longingly at the pickup truck and drooled over the Camaro convertible and the Corvette next to ...

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Who owns the customer?

A dealer, distributor and manufacturer all meet for lunch one afternoon. After the customary meet and greet, the question about who owns the customer pops up. Firstly, they have to decide how to define customer. After all, this is about optics across the supply chain. Arguably the dealer is a customer of the distributor, and the distributor is the customer ...

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Your wife called, she said this ad is exclusionary

Two weeks ago while driving through my suburb of Minneapolis, I passed the local bicycle shop. I’ve spent money there before, mostly tuning up a Trek bike I’ve had for 8.5 years, and I am signed up to be notified about their ride events (someday I will have a free weekend and attend). As I looked at the marquee, I ...

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22 ways to make customers feel valued

The famed author Thomas Merton said we value people, not for who they are but for their usefulness. This is the same mistake companies make with customers. They value them for their usefulness — for what they spend. Customers see it differently — quite differently. As Gallup, Inc. researchers point out in commenting on the economy, “Consumers are spending money, ...

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How to be a customer service champion

The happiness and loyalty of your customers is not something to take lightly. Conventional business wisdom, according to LinkedIn, says that it costs 10 times as much to earn a new customer than to keep a current one. According to data from Accenture, more than half of consumers will end their loyalty to a particular business after having a poor ...

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How long are your customers waiting on the phone?

Recently I called a dealership looking for a specific employee. The phone was answered promptly. I asked for the person by name and was put on hold. For five minutes! I thought about seeing just how long I would actually be on hold until someone checked on me, but the smooth jazz was starting to drive me bonkers, and I ...

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Hagadone Marine Group begins construction on mega marine center

Last month, Hagadone Marine Group in Coeur d'Alene, Idaho, began construction on its new mega marine center. The construction includes three new buildings and the creation of over 32,000 square feet of service center space, investing major capital in enhancements. Two of the three buildings will be 16,000 square feet and will house fiberglass repair, rigging, detail and the parts department, ...

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How to inspire customer loyalty

While it’s not true in all cases, customer loyalty is certainly not what it used to be. With 24/7 access to the internet on mobile devices, and businesses bidding against each other for online ad space, customers can be quick to go to a competitor for a lower price or a better deal. According to insights from The Survey of ...

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Clark Marine: Detailed delivery helps educate customers

Any Top 100 dealer knows that you don’t just sell a boat to a customer, hand them the keys and send them on their way. It’s important to have an in-depth delivery process that caters to the needs of the proud new owner. And as we work to attract more new people to boat ownership, closing the skills gap through ...

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Always remember to ask for the sale

Recently my car required an oil change. Since I bought my pre-owned car from a dealership that carries a different brand than my car’s manufacturer, I couldn’t go to the selling dealership for the oil change. So the search began. I only made a few phone calls before tasking my husband with taking the car in. But those phone calls ...

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