Tag Archives: customer service

At the helm: Killing it with kindness

By David Gee Excellent customer service is your best marketing tactic. A best-selling author and keynote speaker made that statement, and I am in total agreement. More on that in a minute. It was my birthday recently, and my wife and I decided to celebrate with a road trip, using points to stay at a couple of different Marriott properties. ...

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Are you delivering top-notch customer service?

By Matt Sellhorst Your sales are through the roof. Margins are up due to insane demand and stunted supply. Your service department is busier than ever, even if some parts and materials are harder to come by. The question is, are you doing an outstanding job taking care of your clients across the entire dealership to ensure they continue as ...

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My chicken just got burned and here’s what I’m doing about it

Mark Overbye headshot

By Mark Overbye An airline I recently flew on "burned my chicken on both sides." Not literally, but figuratively. I may or may not get over it. And here's what I am going to do about it. First, the backstory. Two travel vouchers worth $200 each expired one day before I got to use them. Incredulous, both a supervisor and then a ...

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How to avoid being on the “Most Hated Business” list

Mark Overbye headshot

By Mark Overbye Try this right now. Whether on your computer keyboard or an imaginary one, type the word, “typewriter.” Notice the letters are all on the top line? This isn’t a coincidence, it’s intentional. In 1873 E. Remington and Sons acquired the manufacturing rights to a new invention called the typewriter.  As the story goes, Remington’s engineers altered the final keyboard to ...

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MRAA launches Virtual Business Development Center

MRAA logo

In an environment where dealers are seeing unprecedented levels of activity and struggling to keep up, one area that can get missed is post-sale follow-up. To solve that issue and promote strong relationships with customers after the sale, MRAA announced its new Virtual Business Development Center (vBDC) for dealerships. Business Development Centers, which have grown in popularity in the marine ...

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Mercury presents 2019 CSI Award to over 250 dealerships

Mercury Marine presented its 2019 Customer Satisfaction Index (CSI) Award to more than 250 boat dealerships that embody the highest levels of service, according to customer evaluations. “We continually strive for service excellence and to ensure that our dealers share that same vision,” said Jim Helmick, Mercury Marine director of field service development and operations. Mercury Marine measures consumers’ satisfaction ...

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Providing superior customer service on social media

If your dealership has a presence on social media, you will be required to provide customer service through those social platforms. Past and potential customers will find your business on social media and use comments, messages, and other methods to ask questions, share praise and, unfortunately, complain. Although many businesses don’t expect this when they join a social media platform, ...

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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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