Make Sure Your Employees Have Personal Responsibility in Delivering Excellence
Practicing PRIDE (Personal Responsibility in Delivering Excellence) in all that your organization does will have a substantial positive impact on your company’s performance.
Does Your Team Need a Workout?
The New Year is a great time to measure your dealership’s customer service fitness.
No-Pressure Selling is a No-Brainer
Don’t close the sale, open the relationship with no-pressure customer experiences.
Great Eight Practices for Creating a Winning Team Culture
Creating a "winning team corporate culture" is all about effectively managing your team members’ attitudes, behaviors and actions. Here are my great eight practices for creating a winning team culture that supports world-class sales and customer service objectives. • Unengaged Employees Don’t Create Engaged Customers: While this is more of an affirmation than a practice,
Emotional Engagement is the Key to Customer Loyalty
In the November 2011 issue of Tire Review, I wrote about how Amazon.com has become a world-class customer service organization by properly balancing the functional and emotional elements of the customer experience (to review, click here). In this issue, we’ll explore emotional engagement further and review what you need to do in order to create
Follow These Two Rules to Maintain a Customer-Centric Focus
In order to achieve ultimate success, tire dealers must ensure all their systems, processes, programs, policies, procedures and initiatives are properly aligned to focus on improving the customer experience. A major part of this accomplishment is to make certain all employees consistently execute customer-focused behavior. The following are the two most important rules of achieving
Hit These Five Targets for Extremely Satisfied Customers
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. For many, “superior” customer service may sound like the latest buzzword or something reserved for the elite who tend to pass
The Final Countdown Counts On You!
This is it…the final countdown until the end of the year. While it’s easy to fall into vacation mode and coast through the holidays, you would be ill-advised to do so. Like a boxer that lets his guard down in a match, you could very well get knocked out! This time of year finds many
Get a Solid Education in Customer Service from Amazon.com
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 arriving from UPS.
What Can we Learn from Amazon’s Customer Service? A Lot!
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 bywithout at least one Amazon package arriving from UPS. I even have my own “Recommended Reading Store” powered by
Customer Disservice…With a Smile!
There’s a lot of talk about the importance of providing quality customer service and superior customer experiences to improve customer loyalty and sales and, as you know if you’ve visited this blog before, these topics are a primary elements of my Pinnacle Performance training seminars and consulting practices. But, on the flip side, there’s relatively
Customer Complaints Part 2: Proactive Resolutions
In Part 1 of this customer complaints feature, "If You Win the Argument You Lose the Sale!" I addressed the principles of cooperation and empathy as effective strategies when confronted with customer complaints. To wrap up this topic, this article focuses on the importance and effectiveness of being proactive in your customer complaint interactions. First