Evaluating Customer Service to Meet Expectations
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.When we talk about these three levels with clients, they often rush to the decision that they want to exceed their
Consistency is Key to Positive Customer Experiences
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 minimum – acceptable, but you should strive to have a
Business Myths: Why They’re Wrong and What to do About Them
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?What if: • More door swings didn’t lead to more sales? • Commissions didn’t really drive sales performance? • Following up with customers made them like
When it Comes to Employee Skill, You Get What You Pay For
If you’ve never seen the mockumentary “This is Spinal Tap,” put it in your Netflix queue. The plot: Spinal Tap, the world’s loudest band, is followed by documentarian Marty DiBergi (played by Rob Reiner) on a disastrous tour. My favorite scene shows guitarist Nigel Tufnel, played by Christopher Guest, showing DiBergi some of his equipment.
Basic Research Can Achieve Best Results With Customers
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 repay in kind. Indeed, there is a lot of scientific research to support the idea that gifting can change a person’s behavior. What if you gave your customers
15 Ways to Persuade Customers and Boost Sales
Last month, we talked about the principles of persuasion. (click here if you missed it.) This month, I’ll show you how you can apply the principles of persuasion so you can be ethical and sleuth-like, and so you’ll always sell with integrity. The following are 15 ways to dramatically improve your persuasiveness. 1. Your Office,
Persuasion Skills to Dramatically Increase Your Sales Success
When you say the word “persuasion,” it conjures up images of a person using underhanded or manipulative methods to get what he wants. But it doesn’t have to be that way. As a matter of fact, the world’s most quoted authority on the study of human persuasion, Dr. Robert Cialdini, says when it comes to