Customer Complaints Part 1: If You Win the Argument, You Lose the Sale
The true test of a business’ customer service effort is not when things are going right but, rather, what is done when things go wrong. In the book "Buying Trances," author Joe Vitale wrote about the principle of “agreement melts resistance” and how when working with resistant sales prospects, agreeing with them is a more
Why Your Tire & Service Business Needs Enthusiasts
Have you ever been to a NASCAR race? If you have, then you know these are special events well-attended by a special breed of people. Having partaken in a couple NASCAR race-day events at New Hampshire speedway, I can testify that racing is alive in well in that state. And New Hampshire is certainly not
Don’t Close The Sale – Open The Relationship
As I travel around the country training tire and auto service businesses on sales and customer service, it has become clear that many salespeople are under the impression that they must aggressively work to close the sale when interacting with customers or they will lose the business. This old school A-B-C (always be closing) approach
Sell Value or Pay The Price
Tire and auto service businesses lose substantial dollars in revenues and profits each year because their sales and service people do not effectively sell the value of their product and service offerings. Hall of Fame football coach Vince Lombardi said, “Inches make the champion.” The same applies to the selling profession; it’s a game of
Focus on ‘Moments of Truth’ for Customer Loyalty
There is perhaps no greater customer service story than the remarkable true account of Jan Carlzon and the business turnaround around that he led as the president of Scandinavian Airlines. In 1981, Scandinavian Airlines reported an $8 million loss and the future of the company looked bleak at best. When the then president resigned,
How Fit is Your Sales and Customer Service Effort?
Have you ever considered the fitness level of your sales and customer service effort? No, I’m not talking about some sort of employee exercise program. Rather, I’m asking if the employees that provide sales and service to your customers are functioning at peak performance. If you haven’t given this proper consideration, you’re probably not seeing
How Fit is Your Sales and Customer Service Effort?
Have you ever considered the fitness level of your sales and customer service effort? No, I’m not talking about some sort of employee exercise program. Rather, I’m asking if the employees that provide sales and service to your customers are functioning at peak performance. If you haven’t given this proper consideration, you’re probably not seeing