Hit These Five Targets for Extremely Satisfied Customers
By Steve Ferrante
January 16, 2012
There's a lot of discussion these days about providing superior customer service - in fact, this subject is the cornerstone of my Pinnacle Performance sales and customer service training for the tire/auto service industry. ...
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10 Surprisingly Common Examples of 'Business Poison' to Avoid
By Tom Duke
November 15, 2011
Every tire dealer talks about customer service, but how well do dealers design customer service programs that build their business? When you review all of the things that contribute to the success of a dealership – products, marketing, price and...
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Get a Solid Education in Customer Service from Amazon.com
By Steve Ferrante
November 15, 2011
I love Amazon! Over the past five years or so, I have purchased countless items from Amazon: books, DVDs, office supplies, electronics, coffee, assorted gifts and a lot more. In fact, rarely does a week go by without at least one Amazon package arriv...
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The Debate: Is The Customer Always and All Ways Right?
November 14, 2011
[Editor's Note: The following was an unintentional exchange between publisher and reader that occurred earlier this year in issues of Tire Review's sister magazine BodyShop Business. Editor Jason Stahl wrote his editorial "A Cus...
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Tire Dealers Find Success With Mobile Apps
By Joanne Draus Klein
August 10, 2011
These days, "going mobile" requires more than a good set of tires.
Mobile web technology is one of the newest necessities of any progressive business. And savvy tire dealers are jumping on the mobile bandwagon as quickly as pho...
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Mind Games: The Four Customer Types
By Glen Beanard
July 11, 2011
I heard "Glen, help!" coming from the phone's ear piece. It was a customer of mine that I recognized quite well. She was a regular customer, a good customer. Our relationship didn't start off so well, though.
The first time I r...
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Reputation Management: What Are Customers Saying About You?
By Heather Blessington
June 20, 2011
The Internet is often referred to as "The Wild, Wild West" because technology is changing so rapidly, it's virtually impossible to police content, images and business practices. Well, the web just got a heck of a lot wilder in the local ...
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Evaluating Customer Service to Meet Expectations
By Mark Rodgers
June 13, 2011
There are really just three ways to evaluate your performance as it pertains to customers' expectations. You either match their expectations, exceed their expectations or you don't meet their expectations. It really is that simple.
...
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Score Points With Customers by Creating a Child-Friendly Waiting Area
By Jody Devere
June 13, 2011
Waiting rooms are for waiting. That's something we adults are accustomed to doing. At the doctor's office, at the DMV, and yes...at the tire and auto service store.
...
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Consistency is Key to Positive Customer Experiences
By Mark Rodgers
May 9, 2011
People become your customers because you have what they want at a price they are willing to pay. The exchange of value includes not only the product or service, but also the experience. Your tire dealership and your people need to be – at the mi...
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Fire Up Your Sales Approach
April 18, 2011
Many of you consider yourselves to be retailers, and retailing is an important and proud industry. This is true whether one is selling clothing, appliances or, in this case, tires and automotive services....
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Referral Programs Give Customers a Reason to Return
By Rod Stuckey
March 15, 2011
The worst number in marketing is one, and that's because there's no one single advertising magic bullet that will flood your showroom with red-hot leads ready to buy day after day.
...
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Business Myths: Why They're Wrong and What to do About Them
By Mark Rodgers
January 18, 2011
What if we are wrong? What if our most deeply held beliefs about managing tire dealerships are at best misguided and at worst a complete waste of time and money?
...
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Boost Sales by Building a Better E-Mail Campaign
By Peggy Olson
December 14, 2010
E-mail marketing is a convenient and fast way to market your business to a large number of people at the same time. It’s beneficial to y...
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Attract Women Customers to Boost Your Shop's Word-of-Mouth Power
By Jody Devere
November 16, 2010
Testimonials from customers who are raving fans of your dealership are among the best methods for gaining new customers. And a major segment of...
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Basic Research Can Achieve Best Results With Customers
By Mark Rodgers
August 9, 2010
The rule of reciprocity states that when someone does something for you – either giving you a gift or doing you a favor – you want to...
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The Training and Education Value Proposition
By Patricia Roberts
July 15, 2010
"Give a man a fish, and you have fed him for today. Teach a man to fish, and you have fed him for a lifetime" – Author unknown
We have all heard this proverb and have probably used it many times. It is one...
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15 Ways to Persuade Customers and Boost Sales
By Mark Rodgers
July 12, 2010
Last month, we talked about the principles of persuasion. (click here if you missed it.) This month, I’ll ...
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Persuasion Skills to Dramatically Increase Your Sales Success
By Mark Rodgers
June 17, 2010
When you say the word “persuasion,” it conjures up images of a person using underhanded or manipulative methods to get what he wa...
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No-Brainers for Success: Own Customers for Life
By Jeanne Silver
May 27, 2010
You’ve just repaired a vehicle and your woman customer seems pleased with the quality of the repair and the service you provided. You deliver the vehicle, hand her the keys and send her on her way.
But does that customer really...
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Entries are now being accepted for the
2012 Top Shop Award Program.
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